Customer Insights
In a world focussing on

Customer Insights

,
We articulate who your customers are and what they care about.
How do we do it?

Customer Segmentation

Service Design & Research

Powerful tools that clearly delineate individual customers and are quantifiable. Segmentation variables can correlate to specific needs – for example, life stage and family status strongly influence financial needs.

Why does it matter in the real world?

The ability to understand what product and service features resonate with which dimensions enables the design of engaging experiences - which is the first step towards building customer advocacy.

Customer Personas

Service Design & Research

Constructed directly from observable behaviours and associated values and goals, personas are touchstones for designing products, experiences and value propositions.

Why does it matter in the real world?

Understandable and engaging, persona's become a touchstone for decision making for your design journey. They make 'the customer' a living breathing person who needs to be designed for - not a demographic category.

Customer Value Proposition (CVP) Design

Service Design & Research

Helps organisations understand what needs to be delivered to meet real customer needs and how to deliver that change.

Why does it matter in the real world?

Without a guide to what your customers value, you risk designing product and services that meet your own internal needs, not the customers.

Customer Strategy

Service Design & Research

Who are your customers, what are their values, who should you target?

Why does it matter in the real world?

Identifies the psychographic determinants of your customer base - and maps out the unarticulated needs that will make them real advocates.

Customer Satisfaction (CSAT)

Service Design & Research

A measure of satisfaction a customer experiences at a set point in time with your business

Why does it matter in the real world?

It sets a baseline to measure improvement at a customer touchpoint.

How do we get our answers?
The kinds of tools we use for

Customer Insights

How we've done it before

Our case studies on

Customer Insights

Our thoughts when it comes to

Customer Insights

Want to know more?
Speak with your
Customer Insights
expert:
Jennifer Dunlop
© 2019 The Customer Experience Company
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