Review
“They kept the project moving toward deliverables.”
Project Highlights
- Conducted a customer experience audit with “secret shopper” tests
- Created personas
- Developed packages and offerings based on personas and findings
Project Details
location_on Waterloo, IA
group 50+ employees
handshake 3-month partnership
Project Cost
sell $10,000
Chris Fereday
Banking & Fintech Challenge
"Our company has a division which sells insurance products directly to consumers. We knew our team needed to understand our overall customer experience and how it "felt" to do business with our firm. We also knew we needed to better segment our client base using data to tie to client needs."
Solution
"Understand our cradle to grave customer experience, Define the experience we want to overcommunicate, tie that experience to a customer persona to simply what customer segments may actually want.
They completed overall analysis of customer experience including several "secret shopper" stop ins, interviews with clients following experiences, aggregated our customer data into personas, helped develop packages and offerings for those personas, and helped define key areas that needed to be reinforced in our customer experience (educating not selling)."
Results
"First of all, this project allowed us to "know what we didn't know" about how our customer service was perceived. Secondly, we invested in the educational aspects of our team delivering services.
All of this intel allowed that group to operate more efficiently and more profitably with rounding out new offerings to existing clients based on their personas."
"Seamless communication with regular updates on project milestones. In some areas, they had to prompt our team to keep pace with their time commitment to us. They kept the project moving toward deliverables."
Reflection
"Creativity around problem solving."
"None, great leadership and teamwork."
Review originally collected via Clutch.
