Insight

Customer Journeys

Understanding the customer perspective to drive positive change

Best-in-class CX leaders who leverage customer journey maps drive top- and bottom-line value that includes 200% greater employee engagement and 350% more revenue from customer referrals.

— Aberdeen Group

Uncovering the “Why” Behind the Behavior

Dedicated to truly understanding your customers, products and markets, we conduct qualitative and quantitative research to offer a complete picture of the customer perspective. When our discoveries are used to drive change, performance improves immediately.

Customer Research: Bring audiences to life, discover motivators, understand cross-channel performance

Product Research: Understand product usage, uncover perceptions, identify conversion barriers, test new concepts

Market Research: Measure awareness, track competitors, identify niche markets, uncover channel opportunities

Case Study

Boosting Response Rates with Eye Tracking Tech

Potential customers across five brands and 900+ schools – that was enough to send one of the largest for-profit child care providers in North America our way to test several direct mail offerings. Roughly 3.2 million direct mailings later, our client experienced 30% overall ROI – some segments reaching 185%.

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