Case Studies
Our work leads to better outcomes.
Fine Jewelry Retailer
Issue: A fine jewelry retailer needed to better understand the customer experience when there is a fine jewelry need—decisions, touchpoints, delights, and frustrations.
Solution: Multi-Phase Qual-Quant Journey Mapping
We created a comprehensive journey map using in-depth interviews with an extensive homework exercise to capture the emotional aspects of the journey and then overlaid survey data that identified and sized key decisions and touchpoints, barriers, and frustrations.
Result: Retailer was able to optimize the customer experience by removing barriers and reducing frustrations, as well as refining their marketing communication strategy by knowing when and how to reach their customers—and with what messages.
Non-Profit Organization
Issue: A non-profit changed their donor onboarding experience to increase engagement and retention among a test group. They needed to understand the emotional response and expected behavior changes to strategy shifts prior to full rollout.
Solution: Donor Experience Qualitative Study
We created a study that included interviews with both test and control donors to help interpret internal data analytics. We also proactively added lapsed donor interviews to provide a more holistic perspective on donor churn and created donor segments.
Result: Client leveraged the qualitative results in conjunction with data analytics to determine what tactics were breaking through and having a positive impact on a donor’s decision to keep giving. Donor segments were used to prioritize and focus marketing efforts and help define future test case scenarios.
Crop Nutrition Manufacturer
Issue: A crop nutrition manufacturer was interested in developing a 360-degree view of marketplace dynamics between retailer partners and growers to better serve customers and gain market share.
Solution: 3-Year Learn Plan
We created retailer and grower segmentations that identified the unique needs and tension points for each segment through in-depth interviews and survey data.
Result: The client developed a communication strategy for the internal sales team, retail partners, and brand that focused personal conversations and marketing content on the things that resonate the most with each segment. The segmentation typing tools are now embedded into any new research conducted to continuously deepen and refine their knowledge of the segments and validate key decisions.
Healthcare Organization
Issue: A healthcare organization needed an evaluation of a new brand marketing campaign to ensure breakthrough among the target audience.
Solution: Multi-phase Qual-Quant Brand Campaign Evaluation
We conducted interviews with patients and focus groups with employees to refine two potential advertising campaigns and taglines prior to formal copy testing. The qualitative leaning was also integrated into the survey results to provide a richer interpretation of the results.
Result: Client selected a campaign and refined the creative direction to ensure optimal success in driving patients to their facilities when they have a healthcare need. Their brand tracker was updated and executed post-launch to measure and track new campaign success.
