Jacqueline Saleem, founder and CEO
Great customer experience doesn’t just happen. It needs to be strategically planned, carefully designed, and mindfully delivered because there is no ‘one size fits all’ approach to customer experience. Everything a brand does—be it marketing, research, or advertising— plays a significant role in shaping the customer experience. In fact, customer experience is unique to each organization’s business strategy, brand, and their knowledge of customers.
To that end, when it comes to creating a great customer experience, it is important to consider the entire customer journey, encompassing customer interactions across all channels, devices, and touchpoints through every stage of the customer lifecycle—from awareness to loyalty. Having a clear understanding of the end-to-end experiences with customers and how interactions at each point are received helps businesses deliver “customer delight” in ways that no competitor can match.
However, with a number of channels available today for customers to communicate, creating a powerful and memorable customer experience is more complicated than ever. This is where having a partner like Qualified Digital—known more famously as QD—a full-service digital agency that focuses on customer experience makes all the difference. “From our perspective, customer experience is really about being horizontal. The entirety of our firm is based on how a customer experiences a brand and the overall performance of that brand,” says Jacqueline Saleem, founder and CEO, Qualified Digital. The firm leverages its know- how of B2B demand generation, marketing, and sales technology stack to help organizations structure their teams and processes to deliver on the promises and commitments made to customers.
At its core, QD is run by a group of outcome-driven practitioners with an appetite for pushing boundaries, consuming data, and delivering all things digital. What truly sets the company apart is the fact that they ‘live and breathe’ technology, analytics, and design. QD’s in-house experts are strategic technologists of the cutting-edge variety, who build on leading web content management (WCM) systems, manage and build data practices by leveraging tools like Google Analytics and Abode, and integrate into customer relationship management (CRM) systems to deliver design-forward, pixel-perfect execution. “Partnering with us means businesses get access to strategists, digital branders, operations architects, UX and UI experts, analysts, and forward-thinking technologists, all in one place,” adds Jacqueline.
Driving Profitable Business Growth
Marketing teams today are often tasked with delivering on the promises of a modern customer experience, which includes convenience, consistency, and continuity. This requires analytics, personalization, and optimization that can only happen with cross-functional, strategic digital excellence. QD builds on the best digital strategies across all segments and industries to up-level a business. The team is well versed in the nuances of the B2C landscape and leverages a myriad of communication channels and practices to grow revenue and brand loyalty. “We deliver solutions across strategy, UX, design, development, data, optimization, personalization, and marketing automation. Regardless of the type of project or engagement our customers come to us with, we always strive to take them up a level and focus on delivering improved business results,” informs Jacqueline.
More importantly, for QD, customer experience is at the top of the list. Each time a client approaches QD, the team first identifies their maturity level, the problems that they are trying to solve, and what could actually amplify their problems. Based on the information, QD then curates experiences designed explicitly for the target audience, tweaking and measuring every significant interaction to optimize performance.
Another notable aspect of the firm is, unlike other companies, QD is not just focused on the strategic side but also the delivery side. Jacqueline and her team truly believe that better the content and experience of a customer, the more likely they are to understand and purchase a product.
The entirety of our firm is based on how a customer experiences a brand and the overall performance of that brand
“From the very beginning, we anticipate a data-driven operating model. Each time we build, we are going to create something optimized for scale. Each project brings together experts from every discipline (analytics, CMS, and design) all operating together,” mentions Jacqueline.
Strengthening Customer Relationships
A testament to QD’s expertise is its recent client success story with the firm Hitachi Vantara. QD initially helped them with the website redesign and development of one area of their site. Following the success of their first engagement, Hitachi partnered with QD to work on other overarching aspects. One of the things QD helped them with was building their virtual events experience into a marketing ecosystem and platform. “We created a custom virtual event solution that integrated into their Martech Stack and not only elevated their brand and experience but also enhanced their business intelligence and operations,” adds Jacqueline. QD is currently in the process of supporting Hitachi Vantara on reimagining their site experience, and investigating infrastructure to support a re-platform to help re-invent operations and G2M that is efficient and cutting-edge. In addition, the firm is working on their content strategy, and long-term maturity roadmap. Such accomplishments and contributions have enabled QD to build a strong footprint in the customer experience arena.
Behind the Wheels of QD
According to Jacqueline, QD’s success stories have been made possible by the unflinching dedication of its workforce. “We primarily hire senior-level practitioners, and each member of the team is passionate about a particular practice as opposed to just being really focused on the business itself. Besides, diversity is a huge part of the QD team,” she asserts. “We foster a big culture of excitement and purpose that extends beyond the practices that we deliver.” The competency of the QD team is best reflected through the firm’s 100 percent year-on-year growth. Even during critical times like the pandemic, the company was able to grow 86 percent.
QD takes pride in being a women-owned and women-controlled small business. “With a woman at the helm, our momentum to build the successful, human- and quality-obsessed company feels unstoppable,” states Jacqueline. In the days to come, QD intends to continue scaling at a rapid speed. The firm is looking to start growing organically and then eventually integrate acquisitions. “When it comes to acquisitions, questions that arise in my mind are: ‘How do we control the outcomes for the businesses that we work with?’ ‘What are the sort of practices and methodologies that we don’t have in-house today that we have to rely on other partners or clients for?’ ‘What are some of the biggest gaps that we see in terms of technology, content, design, people process, and how can we fill those gaps so that we can be a comprehensive agency for all the things that drive businesses online?’ and so on,” mentions Jacqueline.
Regardless of the type of project or engagement our customers come to us with, we always strive to take them up a level and focus on delivering improved business results
A second area that the firm is keen to dive deeper into is leveraging digital properties and ecosystems to drive brand-focused activity versus just being conversion-focused. In other words, brand and content are big focus areas for QD next year. Alongside, the company intends to come up with thoughtful ways of delivering customer experiences to its broader consumer ecosystem without infringing on privacy.
In today’s digitally transformed age, experience is everything. Hence, it is time to raise the bar when it comes to delivering a quality experience. With its undeterred momentum, QD is definitely poised to establish its position at the helm of the industry!