Good customer research means looking at the experience the way customers see it. We use qualitative techniques to get close to customers so that we can understand their thoughts, feelings, and decisions. Exploratory research will make sure your survey is measuring the right things.
Qualitative insight is also great fuel for internal communications and storytelling, because it allows individual customers to come to life within your business. These customer stories have enormous power to humanise customer experience research and make it more engaging.
Whether you're looking for stand alone research to engage employees or outputs to inform a larger, more detailed programme, we've got a solution to help.
Qualitative research is about understanding, not measurement. Itís the basis of good customer insight because it allows us to design research programmes that reflect how customers see the world.
Bring your customers to life and offer your employees real insight into your customersí thoughts, feelings and interactions with your business.
Customer Journey Mapping
Mapping the customer journey is an essential part of gaining control over the customer experience, making sure that it is well designed from start to finish. It can also be a great way to help staff understand customers and how they may be feeling.
You've been working hard, and you know you're giving customers a better service than last year, but still your satisfaction scores are slipping and you're losing customers. What's going on? Maybe your competitors know something you don't.