Customer Research Deep Analysis

Detailed customer research provides a fresh, outside-in approach that identifies areas of business friction which internal teams may struggle to uncover in the normal run of their day-to-day.

In-depth market research methods get to the customer truth quickly, revealing key customer pain points and how to fix them or how to take a good experience and make it an even better one.

Researching how customers interact with a business is one of the most important components of improving the customer experience because it gives access to honest consumer insights not otherwise available.

Using a range of different research tools with customers makes it possible to extract valuable information and identify with certainty the exact areas for focus and improvement.

The latest, carefully constructed customer research methods provide valuable qualitative data to draw detailed insight into customers' pain points, needs and values.

The latest and most effective customer research methods go further and deeper than ever before. These include ethnographic research, call jacking, competitor research, customer surveys, customer interviews, user shadowing and Net Promoter Score (NPS) to name a few.

Another excellent tool is 7 Days in My Life. This is a unique market research method where customers fill out an online diary. This taps into selected customers' dreams and aspirations and it can be viewed as they fill it out... 24/7. Raw diaries data can even be reviewed too.

In addition to consumer market research, teams can also attend co-creation employee workshops. These give your people the power to influence and design future improvements. Involving them in the process means they are engaged and more likely to accept changes to the way they work.

During the workshops, attention is focused on those members of the team who are directly responsible for the design and delivery of an organisation's internal customer strategy. They learn to pinpoint what is important, what is less important and where to focus resources and energy for the best result, not just for external customers, but for the entire team, and ultimately, the bottom line.

Proto helped Alinta Energy uncover the unmet needs of their customers and the cost this had on their organisation. This allowed Alinta Energy to present a business case for change that stakeholders and staff could clearly understand the benefits of. With a new clear vision, Alinta Energy refocused their strategy from customer acquisition, to employee experience and customer lifetime value to transform the entire business.