Customer Experience Increases Revenue for Way Solutions
Way Solutions is a career consultancy that serves both the corporate sector with talent acquisition and employee retention, as well as job seeking individuals with resume building and career coaching.
As brand editor, Salem Roberts was initially brought in to work directly with CEO Jennifer Way to strategically map, iterate, and execute a customer experience framework for her company.
Within two years, Way Solutions saw a 168.79% lift in annual client revenue.
One of the insights gained from mapping the customer journey in juxtaposition to the current business model was the need to build out a secondary brand for Jennifer Way as a speaker and author to feed more predictable leads into her business.
This included the creative direction of digital properties, all related marketing materials, events, film crews and video editing of multiple speaking engagements, a brand for a book and the oversight of its publication.
The invention of a free “virtual coffee” card that was handed out to attendees before speaking events secured on its own a 109% lift in revenue reported just 6 months after the contract had ended, compared to the entire previous year.
In addition, Roberts co-created all educational content during this time, including the instructional design of live workshops and e-learning courses for LinkedIn, Nissan, Dollar General, and The General Auto Insurance.
This work involved the editing of content for adult learning and engagement, design of the presentation slides, e-learning content management, and all interactive collateral both digital and printed.
