B2C

Customer experience is everyone's business.

Your customers and prospective customers will interact with your brand on multiple channels, expecting consistent service and personalized conversations. This requires a solid alignment between people, processes and technology.

We have helped organizations in various industries, from retail, grocery, manufacturing, and associations, rethink and redesign their tech-enabled, data-driven customer experience.

We know your end goal is always customer retention and growth.

Featured packages

Customer Journey Mapping

Know your customer’s journey from initial inquiry to product ambassadors.

We will help you identify and address the profound changes driven by digital disruption and your always-connected consumer.
Collaboratively, we map how customers interact with you via your people, technology, tools, channels, and touchpoints.
We will identify those “moments of truth” for customer acquisition and retention, which must be exceptional and consistent in quality across all channels to achieve profitable, sustainable growth.
We help you clarify the gaps between the experience you want to give your customers and their current one.

Beyond “likes”: building enduring customer loyalty and retention

Loyalty is so much more than points or rewards.

Enduring customer loyalty is a relationship based on a deep understanding of your customers’ needs, behaviours, and motivators. Our team can help you:

Identify and develop key behaviour-based customer segments and create loyalty strategies to achieve lasting results. 
Review and develop your customer acquisition, retention, and churn management plans.
Audit your marketing mix and channel strategies.
Review and audit your existing loyalty program(s), or develop a new strategy from the ground up that will include program design and a financial model.

User experience (UX) and website audits

Building exceptional digital experiences and products is no longer optional.

UX combines research and design to uncover barriers such as usability issues, poor visuals or content that is impacting the performance of your website or digital products and services.

Our audits help you address the right problem for your customers or members.
Our comprehensive report will provide you with actionable recommendations for immediate improvement and longer-term adjustments. This road map considers your internal resources, budget, and complexity.

Technology strategy and planning

Prioritize the right investments and initiatives aligned to your customer needs and growth plans.

Technology and digital needs assessments and road maps that prioritize the right initiatives and investments aligned to your growth plans.
Defining business requirements for selecting new software, platforms, and vendors.
Building a structured migration plan mapping out new processes while following change management best practices.
Reviewing solution architecture.
IT strategy and planning with fractional CIO services.
Risks assessments and business continuity planning.

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featured work with b2C organizations

Discover the tangible results and impact we've had on past clients.

The Royal Canadian Mint

Master’s Club Loyalty Program Growth Strategy

Accora Village

Customer-Focused Growth and Innovation Road Map

Bridgehead Coffee Company

Growth and Innovation Road Map: Direct-to-Consumer Strategy

Robyn Osgood

COO and Managing Director

McMillan Vantage

“The team at Differly has been great; they clearly know their stuff!
They were a collaborative partner in helping us evaluate our needs and develop our technology strategy. They delivered a practical road map for implementation. It’s been wonderful to experience the Differly difference.”

Daniel Pilon, CPA, CA

Director, Membership, Finance and Operations

Canadian Institute of Actuaries

"Differly has been an exceptional partner in our business transformation strategy. They provided instrumental support with several of our strategic initiatives, including digital, member, and organizational performance. I would highly recommend working with Differly."

François robert

Executive Director, Partnerships

Canadian Paralympic Committee

"The team at Differly has been a valuable and collaborative partner in helping us develop a cohesive blueprint for growth and innovation – assessing how to better leverage digital channels, the power of content and storytelling and how to use digital technology for increased impact and value creation with our members, partners and stakeholders."

Dean Smith

Head of Operation

Canadian Dental Association

"Differly has been a true partner in the development of our technology and digital strategy. They also delivered a practical change playbook helping us to gain buy-in, manage resistance more effectively and increase our odds of success when embarking on large shifts across the organization."

Scott Lawrence

Chief Operating Officer

Health Craft Products Inc.

"Differly has brought experience, capacity, energy, and focus -what’s more, they became a true extension of our team. They helped us establish a modern marketing and sales organization and build the confidence to tackle not only what’s next but also what’s possible."

Angela Johnston

Content Management Officer

National Association of Federal Retirees 

"Differly was a wonderful partner in helping us uncover new growth opportunities. The team delivered a comprehensive yet pragmatic digital and member engagement roadmap, helping us determine which areas of innovation would be most impactful to the organization.  "

Alex Pandelidis

Manager, Customer Lifecycle Marketing

Royal Canadian Mint

The Differly team helped the Royal Canadian Mint (RCM) refine and advance its loyalty and customer lifecycle strategy at a critical moment for the team.

"Differly provided valuable insights on new opportunities for growth and how to execute against them. Working with Differly was a very positive and rewarding experience! "

Linda Ludwick

Executive Producer and CFO

Rezolution Pictures

"Our company, Rezolution Pictures, is in a high-growth phase. We chose to work with Differly to assess where and how we could leverage technology to enable our growth. The team provided thoughtful guidance and expert advice and we are now working together to implement parts of our road map. We would highly recommend them."

insights & ideas

Apr

Consumer Industries