WHAT IS AN SMQ AUDIT?
A semiotic (or SMQ) audit is designed to adjust your brand image – and is suitable for any business area in which the company interacts with customers.
There are no standard patterns within the semiotic approach. Its uniqueness lies in the study of "signs" - the smallest details that form the atmosphere, and most importantly, the emotions and feelings of the client from your brand.
Most people don't want to waste their time looking for something new if the location they've chosen is fine. The task of an SMQ audit and subsequent work is to ensure that your company becomes such a place.
There are no standard patterns within the semiotic approach. Its uniqueness lies in the study of "signs" - the smallest details that form the atmosphere, and most importantly, the emotions and feelings of the client from your brand.
Most people don't want to waste their time looking for something new if the location they've chosen is fine. The task of an SMQ audit and subsequent work is to ensure that your company becomes such a place.
WHAT DO WE OFFER?
- WEBSITE AND SOCIAL MEDIA PAGES
- PRINTING AND PACKAGING
- INTERIOR AND MATERIALS
- COMMUNICATION WITH STAFF
- OTHER POINTS OF INTERACTION
We will analyze the entire set of signs in order to identify among them those that destroy the brand image and bring it to harmony in the perception of guests and customers.
The result of our work will be an increase in the life cycle of your client, the level of his satisfaction, sales growth and the formation of an ideal customer service.
Sign up for an express audit: one hour of our communication will allow you to determine in a basic way how much the brand corresponds to the best representatives of your niche and where correction is required.
We suggest that you conduct a detailed audit of the customer's path, including all the items at which they come into contact with the product:
HOW DOES IT WORK?
Our work consists of four stages:
express audit, field audit, report generation
and subsequent support.
express audit, field audit, report generation
and subsequent support.
3
This is the longest stage in the work process, and it can take up to three weeks.
We structure all the collected photos, videos, and text materials and create detailed reports consisting of fixed "problem" points, options for correcting them, and recommendations for improving the customer's experience.
Such a report is usually 50 pages long, excluding additional materials.
We structure all the collected photos, videos, and text materials and create detailed reports consisting of fixed "problem" points, options for correcting them, and recommendations for improving the customer's experience.
Such a report is usually 50 pages long, excluding additional materials.
GENERATING A REPORT
4
This is an optional step. You can complete the work with us at the stage of receiving the report and make the necessary changes yourself-or use the help of our specialists.
Whatever option you choose, we will always provide you with the necessary support.
Whatever option you choose, we will always provide you with the necessary support.
audit support
1
This is an initial analysis of the current state of your business.
As a rule, it takes at least 1 hour of your time and allows us to understand how you build interaction with the client, what is happening in the field of brand semiotics, and why you asked for our help.
As a rule, it takes at least 1 hour of your time and allows us to understand how you build interaction with the client, what is happening in the field of brand semiotics, and why you asked for our help.
EXPRESS AUDIT
2
The stage where we get in touch with your brand live at various levels,
from communication with the staff to your positioning in the Network.
This is a key period in analyzing your client's journey, and it may require up to several days of continuous work.
from communication with the staff to your positioning in the Network.
This is a key period in analyzing your client's journey, and it may require up to several days of continuous work.
FIELD AUDIT
WHAT EXACTLY ARE WE CHECKING?
Let's consider the audit of brand semiotics using the example of a restaurant.
Each of us has been to such places and each of us has his own positive or negative experience, so such an example seems
intuitive to us.
Each of us has been to such places and each of us has his own positive or negative experience, so such an example seems
intuitive to us.
INFRASTRUCTURE
We will explore everything you can see or touch-from the cleanliness of cutlery and chips on dishes, to the freshness of ornamental plants and the style of the menu.
ANTHROPOSTRUCTURE
This is an area where we will pay special attention to communication – both with the client and with the staff.
We will focus on the emotional state, speech, visible relationships between employees, attention to detail and concern for small details when contacting a client.
In addition, we will carefully analyze how communication is built in social networks and on your site, in order to adjust it to the level and positioning of the company, if necessary.
We will focus on the emotional state, speech, visible relationships between employees, attention to detail and concern for small details when contacting a client.
In addition, we will carefully analyze how communication is built in social networks and on your site, in order to adjust it to the level and positioning of the company, if necessary.
ULTRASTRUCTURE
This is the level of internal understanding and brand awareness. Why should the client come to you, and not just to the restaurant nearby?
How are you different from everyone else? What special emotions should a customer experience from a restaurant?
We address these and other issues at the ultrastructure level.
How are you different from everyone else? What special emotions should a customer experience from a restaurant?
We address these and other issues at the ultrastructure level.
WHAT DO YOU GET?
This way, you get detailed data about all points that directly affect your profit or loss.
In addition to the main problem solving map, we develop and provide a number of general recommendations for the integrated development of your business.
In addition to the main problem solving map, we develop and provide a number of general recommendations for the integrated development of your business.
Based on the results of an on-site audit, we prepare a summary report for you, which is an overview map of how issues are resolved. Each point of customer interaction with the brand recorded by us will include:
from the Administration area in a particular company to the section of your website
I'TS LOCATION
or information on how to keep the current state of affairs, if everything is done perfectly at this point
SOLUTION FOR CORRECTING THE SITUATION
if there are any
DESCRIPTION OF THE REASONS FOR THE NEED FOR ADJUSTMENTS
what's next?
A semiotic audit of your business will be a half-measure with no subsequent adjustments.
You can take one of the following ways:
You can take one of the following ways:
INDEPENDENT IMPLEMENTATION
ENGAGING OUR TEAM
The first option is suitable for those who have the necessary
resources and time to work on improvements.
If you don't have them, and you want us to continue working
on the implementation of these solutions, our specialists
will be happy to help you.
In our team:
resources and time to work on improvements.
If you don't have them, and you want us to continue working
on the implementation of these solutions, our specialists
will be happy to help you.
In our team:
advertising, website, social networks – to adjust written communication in the future
COPYWRITERS
to provide the necessary training for your team
HR AND CORPORATE COMMUNICATION SPECIALISTS
to build communication with your brand in the media field
MARKETING AND PR SPECIALISTS
so that each task is completed to its logical result
PROJECT MANAGERS
Other specialists that we employ as needed
web, printing, packaging, interior, landscape – to perfect the ergonomics and visualization of your brand
DESIGNERS
Every week, we will discuss emerging issues and analyze the effectiveness of the workflow.
The duration of our support for implementing solutions always depends on the volume of your business and the required adjustments.
The cost of our work also depends on them: after the report is generated, we will hold a mandatory meeting and discuss all the details.
The duration of our support for implementing solutions always depends on the volume of your business and the required adjustments.
The cost of our work also depends on them: after the report is generated, we will hold a mandatory meeting and discuss all the details.
WHO DO WE WORK WITH?
Our focus is on companies that provide customer service of any kind and level – from local small businesses to the premium segment.
We consider a sincere desire to become better and readiness for changes to be an important criterion.
Your business may be related to the provision of services, the sale of goods or information – we are not limited to this or that area and work with any business where the concept of "customer experience" and "customer path"can be applied.
We do not have the task of highlighting your mistakes.
Our goal is to help you become even better than you are now – both for your customers and for your team.
We consider a sincere desire to become better and readiness for changes to be an important criterion.
Your business may be related to the provision of services, the sale of goods or information – we are not limited to this or that area and work with any business where the concept of "customer experience" and "customer path"can be applied.
We do not have the task of highlighting your mistakes.
Our goal is to help you become even better than you are now – both for your customers and for your team.
Often, in the final report, we note not only the nuances where a correction is desirable, but also those "points" in which you clearly outperformed your competitors.
Thus, our recommendations consist of both advice on how to change the situation, and a desire to consolidate the obvious success.
The most important thing is your willingness to be the best in your market – and especially for your customers. After all, when a client becomes an ambassador of your brand-this is the best reward!
We choose our clients the same way they choose us – and we get great satisfaction from working with those who know what they want and are ready to move on.
Thus, our recommendations consist of both advice on how to change the situation, and a desire to consolidate the obvious success.
The most important thing is your willingness to be the best in your market – and especially for your customers. After all, when a client becomes an ambassador of your brand-this is the best reward!
We choose our clients the same way they choose us – and we get great satisfaction from working with those who know what they want and are ready to move on.
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info@semiotique.me
+7 925 889 88 25
+7 925 889 88 25