"Efficiency allied to flexibility are key to the WDG team's success. Both are always there when needed. The backup team in the office reflects and supports this approach 100%."
Within big organisation’s personnel can become somewhat removed from the customer experience.
Improving the organisation’s understanding of the customer is vital.
Customer Experience research is an attempt to “remove the shield” between customer and the organisation.
At its ultimate it is about the organisation interacting and learning directly from the customer.
Methodologies
Customer Days
Video Portraits
Customer Forums
e t h n o g r a p h i c s
An intensive, qualitative, modular technique used to uncover customer values through questioning and observation; in-home depth interviews provide a detailed understanding of the customer, their life values, motivations, perceptions and expectations.
Findings can be combined with video and photographic footage.
Face to face meetings between marketing people and customers lets you ask all those direct questions you've always wanted answered. And lets customers question you in return.
The combination delivers precious intuitive insights into the drivers and characteristics of your customers.
A short bespoke DVD of qualitative interviews or groups is a perfect way to communicate the feelings and moods re market issues, and to convey these directly to internal clients.
Accompanied shops and other customer experiences can be understood at first hand. Our video teams are all discrete and highly experienced.
Experience a day in the life of your customer, go to their houses, follow them through transactions, eavesdrop on their conversations (with their permission).
Get right under the skin of your market and experience it from the inside.
