Bearing Straight specializes in the fintech industry working with credit unions, regional banks, and insurance companies.
Why does that matter?
These are the companies we believe are experiencing and will continue to experience a significant shift in their customer base as Baby Boomers retire.
75 Million Americans are expected to retire over the next 6 years.
40% of small businesses are owned by Baby Boomers
58% have no succession plans for their business.
1:3 American jobs are provided by small businesses
Who will fill the gap?
Questions for You
Now, Let’s Get to What 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 not just survive—but to prosper.
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.
Timing: 8-10 weeks
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.
Timing: 12-16 weeks
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.
Timing: 12-16 weeks
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.
Timing: 10-12 weeks
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.
Timing: 12-16 weeks
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.
Timing: 10-12 weeks
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
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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.
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Journey Maps
Visualize your customer’s journey across channels and interactions, mapped against your tech stack.
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Personas
Personas give you ability to address your customers’ needs in a way that feels personalized in digital but in a scalable way.
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User Stories & Requirements
Included in our detailed analysis projects, we provide user stories and requirements to use with your in-house or agency partners for successful execution.
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 the 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 we believe have the knowledge and resources to deliver.
