UNLEASH THE POWER OF BETTER CUSTOMER EXPERIENCES
WE WILL EMPOWER YOU TO CREATE BETTER CUSTOMER EXPERIENCES
WHAT IS AN MI ACADEMY
CX & LOYALTY ACCELERATOR
WE'RE PROUD TO ANNOUNCE:
WE'VE JUST LOST ANOTHER CLIENT.
✓ Capabilities Built
✓ Scalable Frameworks
✓ Loyal Customers
✓ Capabilities Built
✓ Projects Executed
✓ Primed for Growth
We know, just as you do, that no two customers are the same. So why treat all brands the same? Adopting 'best practice' customer experiences won't have the impact they state on the box, because you're beyond best practice. You need bespoke, customised, curated experiences.
We empower you with the strategy, skills, processes and projects to improve your end-to-end customer experience.
Contrary to popular belief, great teams, campaigns and customer experience don’t just rely on sheer luck. You have to develop habits and use repeatable frameworks to build performance.
Our job is to make you so good that we make ourselves redundant.
WHAT YOU'LL GET
Our CX & Loyalty Accelerators get results because we use Project Based Training.
It's a methodology that focuses the attention of you and your team to working on projects that actually make a difference to the business. This means no generic advice from us!
You'll learn by only using the methods and tactics that make sense to your customers and your brand.
All while making the difference you want to make for your customers.
MEASURE
Gain a 360° View Of Your Customers & Their Experiences.
EVOLVE
Beyond Basic Points Based Loyalty & Rewards Programs.
GROW
Annual Return Purchase Rates, LTV, NPS & CSAT.
SUCCEED
Get Industry Recognition & Awards For Creating Award Winning CX.
A CX & LOYALTY ACCELERATOR CAN DELIVER
+54% INCREASE
In customer satisfaction.
Mr. Toy's Toyworld
+66.4
Net Promoter Score (NPS) average.
All MI Academy Clients
46,000+
Australian customer voices heard.
All MI Academy Clients
3X GROWTH
Optimised Email Automation From Customer Insights
Wick & Wire Co.
SO HOW DOES A CX & LOYALTY ACCELERATOR WORK?
Like a good 'Choose Your Own Adventure', our CX & Loyalty workshops are fully customisable to account for the needs of your team, the skills available and the goals of the business.
We offer training modules across all aspects of CX & Loyalty. If you're not sure where to start, you can book an obligation-free, 15-minute discovery call with our friendly consultants.
GAPS & GOALS
✓ Standard Across All Workshops
Set yourself and the team up for success by taking stock of where we are at, where our gaps lie and how we can bridge the gaps. Using this information, we will help you set your 12-month Objectives and 90-day Key Results.
FOUNDATIONS
✓ Lean Canvas
Get a birds eye view of what we want to achieve when improving customer experience & loyalty. Map how we can acheive it and kick off with critical first steps.
✓ Rewads Matrix
Gain a deeper understanding of your customer segments and map the best ways to reward them. Fostering loyalty by rewarding customers who reach critial milestones in the ideal journey.
✓ Loyalty Metrics & KPIs
Understand the metrics required to monitor customer loyalty, benchmark yourself and set KPIs for achieving your growth targets.
RESEARCH & INSIGHTS
✓ Voice Of Customer Survey (recommended)
Highly recommended to kick off any CX & Loyalty Accelerator.
Capture and analyse in-depth customer insights to feed your strategic roadmap and create a truly customer-centric culture.
✓ Pulse Surveys
Leverage micro surveys to incrementally track customer sentiment as you roll out improvements to their experience.
✓ Focus Groups
Gather rich, qualitative data from your most engaged customer groups in order to drive high impact improvements to your product, offer, brand and experience.
✓ Employee Net Promoter Score (eNPS)
Alignment of employee and customer experience is proven to drive huge results for brands. Kickstart this alignment by measuring your employee experience.
STRATEGY
✓ Customer Journey Mapping
Map your customer's experiences from the first discovery to die-hard fan. Take a data-driven approach to uncover blind spots in your strategy in order to improve the customer journey.
✓ Empathy Mapping
Develop a deeper understanding of your customers and their experiencdes. Understand thoughts, emotions, behaviours and aspirations in order to drive improvements to your site, products, offers and experiences.
✓ Loyalty Program Design
Design an end to end loyalty program that goes beyond the basic points based, discounting system. Leverage deeper personalisation tactis to generate a rewards program that drives customer loyalty.
ACQUISITION
✓ On-Boarding Design
Take an unbiased approach to improving the experience of your new customers. From toe-dipping to die-hard advocate, take your customers on a seamless journey through your brand.
✓ List Growth
Use the tactics of winning brands to grow a highly engaged and sustainabale database. Convert audiences into subscribers and subscribers to customers!
✓ Reviews
Go beyond 'collecting' reviews. Weaponise reviews by using the language of your customers to drive insight and improvement to your acquaition strategy.
RETENTION
✓ Post Purchase
Foster greater loyalty by nailing customer comms when they are at their most critical window with you - after thay have made a purchse. Support them with updates, empower them with information and build confidence through validating their beaviour.
✓ Community Building
Turn customers into advocates by connecting them with like-minded groups. Develop communities that are highly engaged with your brand and foster relationships for greater loyalty and feedback.
✓ Customer Service
Accelerate your customer service and scale with quality. Nail processes, find efficiencies and stretch your tech to the limits.
Still not sure where to start?
Book an obligation-free, 15-minute discovery call with our friendly consultants.
"Working with MI Academy was like a breath of fresh air! We had so much fun and learnt so much. The MI team adapted and moulded to our timeline and changing priorities with ease and offered really valuable insights and ideas along the way. They also provided a great structure when it came to moving projects forward and turning ideas into actionable tasks. We had a 12 week personalisation accelerator course along with a Voice of Customer survey, and some valuable follow up support sessions. I can highly recommend working with MI!"
Pen Carroll
Head of Marketing, birdsnest
"We worked on a loyalty accelorator with MI and went from zero to 90 in the 3 months! The team tailored the program to precisely suit our business requirements and delivered on their original proposal 10 x fold. Our team is now set up to do this work ourselves with confidence and a deeper understanding. Looking forward to the next project with Ali, Liam & team."
Isabel Martin
Director, Australian Home Brewing
Looking for results like these?
Book an obligation-free, 15-minute discovery call with our friendly consultants.
THE PROOF IS IN THE PUDDING
Want your brand in this list of case studies? Yeah, us too!
So, book an obligation-free, 15-minute discovery call with our friendly consultants.
WHAT IS PROJECT-BASED TRAINING?
Project Based Training is a teaching method where students learn by actively engaging in real-world, personally meaningful projects.
This means we work with you on projects that may already be on your roadmap or part of your goals. We work together to scope out any roadblocks or missing capabilities. This gives MI Academy the insight required to develop a training roadmap that will both deliver results and upskill your in-house team.
As part of our projects, we leave our clients with best practices and frameworks that help to embed and make use of the knowledge we share. We are fanatical about helping you receive tangible ROI from your training investments.
YOU CAN LEARN YOUR OWN WAY
WHAT CAN I ACHIEVE WITH AN ALIGNED TEAM?
🎙 LEARN YOUR OWN WAAA-AA-AY!! 🎙
...Ahem. Sorry.
1-Day, 12-Week,
6 Or 12-Month Programs.
Learn In-House
Or Virtual.
Training Customised to
Your Learning Objectives.
According to our clients, we also create some killer playlists...
"With email conversion rate increases of 53% year on year, MI Academy has helped maximise our email marketing ROI. They’ve shown us how to work smarter and up-skill our team on strategic campaign optimisation. They’re gems to work with.
And so too are their banging Spotify playlists!"
- Naomi Szabo, Marketing Manager, Vetshop Group
LOOKING FOR A QUICK WIN?
We get it, we've made some big claims so far. Looking for a taste of what it feels like to improve your customer experience with us?
Try these resources to take your CX and loyalty to the next level. Whether you're just starting out or you're a seasoned pro, these are built to be easy-to-follow, actionable and effective!
FREE CUSTOMER JOURNEY MAPPING COURSE
Transform your customer experience with this FREE 3-part email course and award-winning Customer Journey Mapping Template. Evolve Beyond Traditional Marketing Funnels.
FREE LOYALTY & REWARDS CANVAS
Plan an entire Loyalty Program along with segments that will love it! Rationalise, collaborate and gain critical buy-in across the organisation. Reward your customers the way they want to be rewarded.
CRO PROJECT DISCOVERY CANVAS
Brainstorm an entire Conversion Rate Optimisation (CRO) project from beginning to end. Rationalise, collaborate and gain critical buy-in across the organisation. Kickstart your CRO project the right way.
MI Academy is a customised training provider. We combine strategy and training to help retailers transform their customer experience (CX), marketing, approach and impact.