Put your customers at the center of all your planning and execution!
Discovery
Overview
In today’s fast-paced and highly competitive environment, innovation is driving new customer demand.
Developing an intimate understanding of your core customers is vital to increasing performance and impact. Bâton combines deep industry knowledge, broad functional capabilities, and technical know-how to help our clients capture key insights into customer needs and preferences. These insights are translated into concrete business recommendations that shape strategies and drive effective execution.
Benefits
- Enhance customer experiences through Journey & UX mapping
- Gather stakeholder feedback with secure digital surveys
- Explore customer sentiments with interviews & focus groups
- Uncover deep insights into the behaviors of your customers with ethnographic studies
Common Challenges
It can be difficult for organization to develop customer insights strategies. Challenges in this area are driven by:
Insufficient Data
Existing customer data does not reveal important insights about customers like their motivations, desires, needs, behaviors, attitudes and mindsets.
Data Collection Methods
Unsure of the appropriate approach and process for collecting data that are required to answer your specific research question.
Data Interpretation & Investigation
Unsure how to interpret customer data and incorporate insights into marketing strategies and activities.
Our Capabilities
Our approach develops deep customer insight to identify ways to attract new customers and cement existing relationships.
Current Customers
Identify key demographics, behaviors, and attitudes of core customers to move from simple historical understanding to predictive analytics.
Target Market
Find the most attractive customer set for your organization’s customers.
Customer Preferences
Confirm customer wants, needs, expectations, frustrations, and dissatisfaction.
Products/Services
Determine which new offerings will better meet customer needs, then clarify and communicate the delivered value.
Competition
Uncover emerging competitors, your customers’ perceptions of these competitors, and coming future disruption.
Real Results
B|G approaches customer insights work as a process, allowing us to deliver recommendations rooted in true human insights and quantifiable rigor. Clients have used our customer insights to:
Human-Centered Design
An investment and asset-management company in Asia needed to understand their existing customers in order to identify high-growth segments. Our Bâton Research team leveraged internal and external data to triangulate those specific targets for future investment.
Drive Engagement
Several professional association leaders have engaged Bâton Research to survey existing and potential members about their educational needs and desired outcomes of membership. Results were used to create new programming, revamp communication campaigns, and reach out to lapsed members.
Bank Journey Mapping
Development of customer journey maps for publicly held bank resulting in comprehensive digital customer experience transformation creating shared vision, alignment, and accelerated execution.
Client Testimonials
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Case Studies on
Customer Insights
News on
Customer Insights
