Engage and align your board, exec. team, and other key stakeholders around the most pressing strategic questions to be answered, strategic hypotheses to be tested, or known unknowns that are preventing clear strategic focus.
Design, develop, and conduct targeted customer research using the methodologies best suited to answering your specific strategic questions or hypotheses with your specific target customer. Analyse the customer data through the lens of the strategic areas identified in phase 1, with the aim of generating valuable insight over pages of data.
Utilise customer insights to identify and roadmap focused strategic initiatives that target the things that matter most to your customers.
Customer-centric companies are 60% more profitable than companies that don’t focus on customers (Deloitte, 2017)
Companies that excel at customer experience have 1.5 times more engaged employees than less customer-focused companies (Experience Matters, 2016)
Customers are likely to spend 140% more after a positive experience than customers who report negative experiences (Deloitte, 2018)
Brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience (Forrester, 2016)