An important Scandinavian bank.
The client wants
To enhance customer centricity across the business and work more closely with customers in developing new product and marketing propositions.
A dual action program:
1) Start with a large Customer Voice community engaging up to 10,000 customers via an online portal.
Monthly research actions, ongoing debates and Q&A sessions.
2) Follow up with a more focused Service Distillery community of 100 customers to turn insights into actions points, refine new service propositions and improve marketing and channel strategies.
The client gets
Broadly sampled quantitative and qualitative data, rich in direct customer insight.
Reporting and visualization that facilitates faster insight gathering, communication of results and more effective insight-to-action process.
Improved return on investment and a virtuous circle of customers and stakeholders working together.