Case Studies

Creating Customer Service Standards to Differentiate the Customer Experience

Customer-centric organizations use service standards to set and communicate expectations. Qualitative research is a powerful method for creating these standards.

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Understanding the Emotions That Drive Customer Behavior

Consumers can readily rationalize their choices based on logical features and benefits. Powerful communications, however, are more often created by understanding the emotional drivers of choices. By adding this kind of opportunity to a quantitative study, we helped a client generate important insights that supported the launch of a new and complex investment product.

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Leveraging Best Practices of High Performers

High performers do their jobs differently than others. Best practices research on your own employees can help you leverage that difference.

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Engaging Employees in Building the Vision

Delivering improved customer experiences frequently means mobilizing large numbers of people to change their behavior or beliefs, and goes beyond delivering training or a mandate from executives. In this instance, we started with a homework assignment to create a collage.

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Competing Against Free Software

Creating a deep understanding of users' needs helped this client leverage the best features of their software and compete effectively with a popular free offering.

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