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Setting the strategy to build long term consumer relationships

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Setting the strategy to build long term consumer relationships

The
challenge

In response to ambitious growth targets, market challenges and customers evolving needs, Taylor & Francis needed a strategy to build long lasting valuable direct relationships with their individual consumers: The Experts.

The challenge


In response to ambitious growth targets, market challenges and customers evolving needs, Taylor & Francis needed a strategy to build long lasting valuable direct relationships with their individual consumers: The Experts.

Our Approach


We started by doing research to understand their needs, ambitions and pain points and then identified and developed new, innovative value propositions. In parallel, we developed a capability blueprint, operating model as well as a value model to ensure the business was set up to deliver seamless connected experiences to Experts.

Finally, we build an execution plan that would drive value now and in the future by ensuring the delivery of both tactical improvements, strategic opportunities and new propositions in the market.

Our Approach


We started by doing research to understand their needs, ambitions and pain points and then identified and developed new, innovative value propositions. In parallel, we developed a capability blueprint, operating model as well as a value model to ensure the business was set up to deliver seamless connected experiences to Experts.

Finally, we build an execution plan that would drive value now and in the future by ensuring the delivery of both tactical improvements, strategic opportunities and new propositions in the market.

The Outcome


  • Throughout the programme, we engaged a large number of stakeholders from every function in the business, educating them on the need to evolve priorities and setting up and embedding new ways of working to turn Taylor & Francis into a consumer-centric data-driven business.
  • Taylor & Francis is now equipped to drive the changes that will deliver better experiences to Experts and value to the business.

The Outcome


  • Throughout the programme, we engaged a large number of stakeholders from every function in the business, educating them on the need to evolve priorities and setting up and embedding new ways of working to turn Taylor & Francis into a consumer-centric data-driven business.
  • Taylor & Francis is now equipped to drive the changes that will deliver better experiences to Experts and value to the business.
Ross Edwards, VP Expert Communities,  Taylor & Francis

“Manifesto were the very exemplars of a true partnership approach, and supported a wide group of stakeholders as we developed our thinking, plans and executions towards being ever more customer and Expert centric.”

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