Three ways to improve your customer experience
Gain visibility, make better use of your investments, and reduce disruptions in the customer journey: we start with your business priorities and your customers’ expectations.
Content, SEO & GEO
Help your customers find, understand, and choose your offerings—both in search engines and in AI-generated responses.
- Identify your audiences’ questions and the content that’s useful at each stage of their decision-making process.
- Structure your pages and content: clear answers, evidence, sources, and consistent information.
- Establish a system for monitoring SEO and GEO visibility—optimizing your presence in AI search engine results.
A visibility assessment, a mapping of priority topics, editorial recommendations, and a measurement framework.
Key metrics to track: qualified traffic, visibility on target topics, and observed citations. An AI-generated citation, on its own, does not constitute a conversion.
Use AI to assist with content preparation and analysis, with editorial oversight. Monitor citations across a defined sample of questions and track them over time.
Acquisition & Management
Focus your investments on the audiences and actions that contribute to your goals.
- Audit acquisition channels and how they align with content and offers.
- Prioritize SEO, paid media, and activation efforts based on available data.
- Organize metrics, tests, and dashboards to determine necessary adjustments.
A prioritized acquisition plan, a testing roadmap, and a dashboard linking spending, qualified leads, and opportunities.
Key metrics to track: cost per qualified lead, qualification rate, and contribution to opportunities.
Cross-reference media, web, and CRM data to shed light on each channel’s contributions. Document measurement limitations and distinguish between visibility metrics and business results.
Customer Journey & Customer Relations
Reduce friction between the initial interaction, the conversion, and the long-term relationship.
- Map customer journeys and identify gaps between marketing, sales, and customer service.
- Improve conversion pages, touchpoints, and handoffs between teams.
- Define customer relationship scenarios and the associated CRM or automation needs.
A mapping of customer journeys, an improvement plan, relationship scenarios, and governance guidelines to be shared among teams.
Key metrics to track: conversion rate, response time, engagement, and customer retention, depending on your business model.
Leverage engagement signals and customer feedback to tailor content and prioritize actions, using proportionate and controlled data collection.
A Well-Structured Project: From Decision to Implementation
The scope, deliverables, and responsibilities are defined with you at the start of the project.
Setting Priorities
We start with your operational challenges, your teams’ expectations, and the available data. Together, we choose the topics to address and the results to measure.
Build and Deploy
A dedicated team organizes the work, produces the deliverables, and supports their implementation in collaboration with your business teams and IT contacts.
Measure and Transmit
We monitor the selected metrics, adjust our actions, and prepare for the handoff: documentation, familiarization with the tools, and clearly assigned responsibilities.
An expert to strengthen your team
Are you leading a project and looking for specialized expertise? The Competency Center assigns Marketing & Customer Performance consultants to your teams for a duration and scope defined jointly.
Field Operations
Case studies to learn more about our support services.
Rebranding and Preparing for B2B E-commerce
Redesign of the brand positioning, visual identity, and website, followed by the development of a framework for a future e-commerce channel integrated with SAP.
Customer Testimonials
They share their experiences with PALMER.
“PALMER supported us in a project focused on relationship excellence, which is at the heart of the group’s strategy. Their work, developed in collaboration with our teams, was highly valued for its quality and their willingness to listen.”