Perceptions Matter. Perceptions Cost. A traditional approach to communication does not take perception into account. © Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation
The purpose of all communication COMMUNICATION PERCEPTION ACTION © Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation
The reality Complex Incomplete Too Frequent Insincere Irrelevant Friction Annoyed Confused Frustrated Overwhelmed Delayed Abandoned Tedious Expensive Ignored Disengaged COMMUNICATION PERCEPTION ACTION © Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation
Design communication for clarity. Remove Perceived Friction & Stress From Your Communication. Drive High Word of Mouth, Retention, Loyalty & Engagement. © Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation Me Removes The Pain Of Uncertainty
When communication lacks clarity, consistency and conciseness, © Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation Sometimes We Imagine The Worst...
Perceived frictionis the anticipation of effort or friction, even when there may not actually be any, or where the quantum of friction is far lower than anticipated. It creates confusion, anxiety and disengagement. © Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation Until...
© Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation Until...
SAMPLE Before Perceived Friction “I didn’t know I even had these points” “How do I use them?” “They don’t expire for a month; I’ll see this later” Opportunity Cost
SAMPLE After Relevant time creates urgency Cross-sell creates curiosity Link for easy access to T&C Creates wallet share. 27 May
Perceived Friction “Why are no flights found?” “Is it because of the location?” “What can I do now?” Leads to cart abandonment SAMPLE Before
Provides a reason for unavailability Alternatives Evokes Hope Retains the customer SAMPLE After
Small But Mighty Small initiatives to eliminate perceived friction drive significant business outcomes. Perceived Friction has a disproportionate impact on your business outcomes. With Me, you can eliminate friction from your customer journeys in small, yet significant ways. Cost effective © Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation Quick to identify Dynamic impact
How we do it AUDIT Of The Communication Touchpoints IDENTIFY Points Of Perceived Friction DEFINE Intended Business Outcome © Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation REDESIGN The communication or mode of delivery to eliminate friction and generate ROI
Areas of impact © Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation Business Journey All Sales & Service pipeline artefacts Medium Of Delivery SMS Email Whatsapp Touchpoint Website App Content Type Text Image Video GIF
Outcomes Pre-purchase Reduce Time To Sell Increase Conversions Increase Acquisition Purchase Reduce Cost Of Sale Post-Purchase Increase Cross Sell And Up-Sell Increase Retention Reduce Cost of Service Higher Word Of Mouth © Terragni consulting (P) ltd Private and confidential not to be circulated without prior authorisation
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