Problem: A leading casual clothes manufacturer needed insight into how to grow market share in the United States.

Solution: We conducted a market segmentation study with extensive ethnographic qualitative follow-up to identify opportunity segments and create strategies to leverage growth. Our Discovery Sessions guided a cross-functional group of 70 key stakeholders to discover the research insights for themselves and produce segment-specific action plans.

Electrical Utility

Problem: This power company had reinvented the way it collects customer satisfaction data across eight unique customer service processes. It needed to educate a broad group of managers about each of the eight measured processes and communicate the results from the first year’s tracking studies. The group’s task was then to recommend to senior management the three most important areas of focus for the coming year in terms of increasing customer satisfaction.

Solution: First, we transformed eight 40–70 page reports into user-friendly Data Pools—a three to five page document that graphically organized the data in an understandable way. Then, we facilitated a series of four one-day offsite-meetings focusing on two of the Data Pools for two processes per day. A series of engaging activities helped “non-data” people make sense of vast amounts of customer satisfaction data and ultimately enabled the group to reach consensus on the top priority areas for focus in the coming year.

A senior manager at the power company said of our Discovery Sessions, “This was the best meeting I have been to in 14 years.”

Educational Publisher

Problem: A fast-growing publisher had never measured customer satisfaction across its various customer groups. With rapid growth, it feared it might lose touch with customers if it didn’t understand where to allocate resources most efficiently to improve satisfaction.

Solution: We conducted three customer satisfaction studies across different types of customers. Our Discovery Sessions involved all company employees during the annual company offsite meeting. The session was the highlight of the two-day retreat. “Non-numbers” people connected with the data and the company achieved a unified vision of how to improve customer satisfaction.

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