Customer Insight & Segmentation
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Customer Insight & Segmentation  

Our formal discovery work includes setting aside any preconceptions of who you believe your customers may or may not be. We talk directly to your customers to find out what they value, their interests, their behaviors, their frustrations. This will lead us to, ultimately, knowing what they want from you online. In many cases, they may not know what they want if asked the question directly, but our discovery work includes behavioral evaluations which allow us to get to the answers we need, even if your customers are unable to articulate them.

“

let go of your preconceptions... really listen to what your customers are saying


- Tyler, Customer Experience Design

How our customer insight services add value... 

  • 3rd party customer interviews/behavioral evaluations
  • documentation of customer discovery
  • documentation of customer segmentation
  • definition of online versus offline customer
  • direction for tool and solution recommendations
  • identification of appropriate customer messaging
  • direction for marketing initiative considerations

If you are a multi-channel retailer or financial services company, this work also includes clearly differentiating your online and offline customers. Online and offline customers' interests are not always the same. Once we have identified your segments, we strategize over solutions and tools that can be delivered to your distinct customer groups through the online channel, from relevant content, to geo-targeting, to behavior-based targeting. Our customer insights team assists you in understanding your customer segmentation and will help you accelerate your message and response.