Customer Experience Research Discovery
We bring to light the quantitative and qualitative data
Modern instrumentation for a customer-centric focus using customer experience research and discovery.
It’s hard to imagine piloting a plane, boat or car without proper instrumentation. Yet, so many businesses try to compete in a customer-centric world and operate with only rudimentary information.
The rules have changed, today’s businesses can’t simply be focused on beating their competition, binary business strategies that only focus on their competitive landscape will get passed by. Customers no longer compare you to just your competitors, but instead to other great experiences.
To remain competitive, businesses need more information to adjust their course. Most businesses already monitor cash flow, inventory tracking, sales pipeline and some may even monitor customer service.
But in today’s hyper-competitive world, businesses need current information about customer experience, customer trends, how and what they compare your product or service to, and how and where they research. Without instrumentation on these parameters, your business is flying blind.
Centric Consulting’s customer experience (CX) experts have deep experience in helping clients create the customized gauges they need to navigate ever-changing conditions. Our combination of strength in business strategy, analytics and customer research can be the outsourced expertise you need to stay ahead of changing tides.
Our Research & Discovery Services
Experience Alignment
We can help you unlock the value of understanding your customer that reshapes your business strategy, creates a customer centric culture and creates products that drive marketing.
Research & Insights
You need to know more about your customer, their habits, and be ready for the future.
We can help provide accurate information to make adjustments.
Competitive/Comparable Analysis
Who are you competing against? Think again.
Your customer may be comparing you to seemingly disparate experiences or products.
We can help you understand how and what to focus on.
Experience Learning Models
Spreadsheets and surveys aren’t enough.
You need to get close to your customers and the people who serve them to really understand.
Our immersion process allows us to dive into the details to understand your challenges and opportunities.
Align Your Efforts to Ensure Success
Journey mapping isn’t just about the destination, it is all about the revelations that happen once you start the journey. We believe there should be a work in progress that focuses on rapid results over the finished product. Journey maps work better as a facilitation tool that enables change than as stale corporate artwork.
We can discover insights in just a few weeks that provide clarity, communication and become the catalyst for change.
Our Research & Insights Methods
It’s critical to put yourself in your customers’ shoes by understanding who they are and what they need. Our team of customer experience experts can help you perform customer understanding activities or build your internal capability for capturing and analyzing research, data, and insights.