Case Studies

The Sales Team at a Fortune 500 company did not know how to position the benefits of their products and services against the competition to prospective new customers. To better understand competitors’ strengths and weaknesses focus groups with the customers of their competitors were conducted. The information was used to develop talking points for the Sales Team, define new strategies to win customers, and to retain existing customers. 

A financial services company saw their customer experience metrics decline for several quarters and wanted to understand why. We conducted several focus groups with their customers and with their employees. We were exploring if the customer’s expectations as presented in brand messaging was being delivered by the employees. We found several instances where customers and employees had similar issues, and the company’s policies and procedures were not synchronized with the brand messaging and needed to change.

After acquiring a competitor, a financial market infrastructure company was preparing to launch a new advertising campaign. Before launching they wanted to understand their brand health. This included awareness, use, NPS, and attribute perception. After designing the survey, it was administered to financial experts around the world.

A national automotive service company was investigating the features, pricing and market need for an app that would detect if you were in an accident and send help. After conducting focus groups, a survey was implemented. The data from the survey identified which features were most important, how to price the app and the approximate number of sales. The product was launched quickly with just the most important features and at the price suggested by the research. 

A news media company was ready to launch their updated website. Before launching they wanted to make sure that users would be able to find the information they were searching for easily. Usability tests were conducted to assess the effectiveness of the changes. The research uncovered a few additional minor changes that needed to be made prior to their successful launch.