Bearing Straight builds human-centered connections across devices, channels, and moments in time for an enjoyable, meaningful lifetime customer journey.
How Prepared is Your Company For:
Services We Provide
AND, WHAT IT MEANS FOR YOU
Our multi and omni-channel digital strategies have been used across industries, platforms, and applications to achieve companies’ business objectives of increasing sales velocity, revenue, adoption, utilization, and sentiment while reducing operational costs through automation, artificial intelligence, machine learning, and customer self-service.
And, we know what’s coming, what’s changing, and how to give you the strategy to thrive—not just survive.
Our Services
High-level digital experience strategy
Start with high-level recommendations to meet your business goals for your website, app, or portal experience. Research includes competitor & industry analysis, interviews, focus groups, data analysis, and overarching digital strategy is presented in report or presentation format.
Detailed omni-channel service strategy
Learn how to better support your customers in digital as an extension—not a replacement—to your offline experiences. From high-touch service experiences to self-serve content, agent chat, and AI-based chatbots, we provide the personas and strategy to make your customers feel supported and cared for no matter what channel they use. Research includes extensive interviews, data analysis, and workshops to refine your service strategy.
Detailed omni-channel marketing strategy
Get granular in your marketing strategy with key personas, journey map, and data recommendations to maximize your CRM investment. With detailed competitive & audience analysis and martech stack review, you’ll know which levers to pull, when, and where to fill your funnel with accounts sales can’t wait to close.
Research includes extensive interviews, data analysis, and workshops to build a one-to-many marketing system that feels one-to-one.
Offline and online journey mapping
Understand your customer journey in marketing, sales, and service, detailing pain points and moments that matter to your customers. Research includes interviews, focus groups, and virtual workshops to map key points in the offline and online customer experience and is provided in presentation format.
Detailed omni-channel sales strategy
Understand your sales process better from the customer perspective: What works, what can be improved in digital and how, for the growth and stickiness your business demands. Our analysis pinpoints areas of friction and opportunities for growth with existing and new customers.
Research includes extensive interviews, focus groups, data analysis, and workshops to build scalable, personalized sales systems.
Digital content strategy & information architecture
Understand how to reach your customers and provide the content they want, when and where they want it. Research includes interviews, data analysis, content audit, and detailed information architecture presented in report or presentation format. Future state content mapping provided in spreadsheet format.
Our process begins with the high-level digital experience strategy which includes recommendations for additional research that may be needed to meet business objectives. In addition to these services, we also offer some ad hoc research services which are customized to your environment and needs.
Sample Deliverables
-
Analysis & Recommendations
Our analysis of your qualitative and quantitative data provides you the gaps to fill, the levers to pull, and the unique places to add value to your customers.
-
Automation Strategy
You know you have things that are inefficient, ineffective and are draining your resources and employees. Our detailed Automation Strategy provides you the detailed recommendations of what you can automate, how, and for whom to capture more revenue and reduce operational costs.
-
Content Audit & Strategy
Understand the content you have, the content you need to retire, and the new content you need to create for the audiences you want to engage. Our content audit & strategy will give you the understanding of what you need to publish, where, and for whom.
-
Journey Maps
Visualize your customer’s journey across channels and interactions, mapped against your tech stack.
-
Personas
Personas give you ability to address your customers’ needs in a way that feels personalized in digital but in a scalable way.
-
User Stories & Requirements
Included in our detailed analysis projects, we provide user stories and requirements to use with your development partners, or we can introduce you to ours.
To learn about specific challenges we’ve solved for Fortune 500 companies in SaaS, HCM, fintech, and more industries, read our case studies, located on our About page.
Change is scary which is why you need unbiased, data-driven insights.
Our Process
We get it. You don’t know us, and we don’t know you. But, as long as you believe what we believe—that your customer experience is the top priority—then we’d like to get to know you. Our discovery process starts with no more than 3 discussions:
The initial discussion with 1-3 key stakeholders
The follow-up discussion where we dig deeper into objectives and current landscape
The project outline discussion where we discuss the research plan and proposed SOW with project details, payment, and timing.
Because we believe in doing what’s right for you, our customer, and what’s right for your customers, we start every new partnership with a high-level digital strategy project. When we present our research, we’ll provide recommendations for additional research projects, customized to your objectives and the gaps we’ve identified.
Your success is our success, so we take a longterm view of how we partner together. Once we conduct the initial research, we’ll discuss how we can continue to partner together in a way that fits your timing, budget, and expectations.
What About Delivery?
At Bearing Straight, we focus on digital strategy. But, we do have delivery partners we’d be happy to recommend. These are partners we respect, trust, and have personally worked with before. We only recommend partners who share our values and who have the knowledge, commitment, and resources to deliver.
Our partners specialize in the following areas:
Artificial Intelligence & Machine Learning
Master Data Management
Datawarehousing, Reporting, & Analytics
CRM/CDP Development
Data Governance
Corporate Strategy
Software Development
