The Client Insight Approach

For nearly 20 years, we’ve conducted in-depth surveys and customer interviews to assess each stage in a customer’s lifecycle. We’ve learned what clients really think, want and need from companies.

This feedback gets channeled to sales, service and other departments to initiate target actions. We also share customer feedback with company leadership to support experience design and reputation building initiatives.

The 8-Step Customer Insight Process

Step 1

Needs & Opportunity Assessments

This service is about digging into your situation, helping you evaluate options and develop a plan for moving your business forward.

Step 2

Client Database Development

One of the first things we work on is getting your customer database ready for use. You’ll need client names, emails, phone numbers, some form of segmentation and most importantly, permission to communicate.

Step 3

Reputation Management

We offer a range of consulting, reputation management software and client review development services to help you regain control of your narrative. Our Definitive Review is our gold standard offering.

Step 4

Satisfaction Surveys & Monitoring

Satisfaction surveys are an effective approach for preliminary screening and gauging customer experience factors, uncovering lurking problems and soliciting feedback on mass.

Surveys help zero in on problem areas requiring more in-depth investigation.

Step 5

In-depth Customer Interviews

Interviews involve a combination of scripted questions and off-script discussions to engage clients in conversation. The off-script conversations yield the best testimonials, the most glowing reviews, insightful criticisms and actionable requests.

Step 6

Putting Feedback Into Action

Putting feedback into action is about anticipating user response patterns and putting systems in place to follow-up promptly and appropriately to identified opportunities. Ideally, this involves integration with sales, customer service and other customer-facing systems.

Step 7

Sales & Account Development

Driving sales, retaining and growing accounts is the most direct and compelling way to cost-justify your investment in customer research. By focusing on sales and account development, you’re turning a cost-centre into a profit-centre.

Step 8

Experience Management Systems

Experience Management Systems are where customer feedback, insights gathering, and reputation management are integrated into your sales, service and performance management systems. The goal is to improve sales, customer development and retention.

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