Engaging directly with C-suite Customer Service Executives provided a UK-based international market research firm with firsthand insights into their needs, preferences, and pain points, to help it tailor its offerings effectively. By tapping into these perspectives, the firm gained invaluable strategic guidance to align its product development and marketing strategies with customer needs. This informed decision-making, helped to optimize product offerings, and strengthened its competitive position, driving business growth and solidifying its reputation as a trusted provider of Customer Service Solutions.
Phronesis collaborated with a UK-based international market research firm seeking comprehensive insights into customer service enhancement and personalization strategies to inform its decision-making and market positioning.
Challenge
The market research firm faced significant challenges in recruiting C-suite Customer Service Officers for in-depth interviews. These hurdles stemmed from a lack of experience and relevant contacts within this field, and unfamiliarity with the participant recruitment process.
Objectives
The firm needed qualitative research to inform its decision-making and market positioning strategies to:
- Understand emerging trends and competitive landscape in Customer Service Solutions.
- Evaluate customer preferences, pain points, and desired features.
- Assess competitive positioning, and identify strengths, weaknesses, opportunities, and threats.
Why Phronesis?
The market research firm selected Phronesis because of our extensive global network and access to C-suite respondents across sectors and key markets, ensuring comprehensive insights across large corporations and:
- Industries including banking, communications & media, consumer goods & services, health, insurance, retail, and automotive.
- Key markets including the UK, US, India, Brazil, South Africa, Canada, Germany, France, Spain, Italy, Netherlands, Australia, and UAE.
Approach
Phronesis streamlined participant recruitment and in-depth interview scheduling across multiple time zones which the firm then conducted directly. In addition, we:
- Created a customized qualitative approach for the 60-minute in-depth telephone interviews, to foster valuable discussions. This method facilitated a deeper understanding of industry challenges and opportunities compared to rigidly structured interviews.
- Facilitated valuable discussions, setting up interviews with senior executives, offering the firm a carefully chosen list of suitable participants to guarantee access to valuable insights from industry leaders.
Results
Phronesis used the insights from the interviews to provide recommendations and routes for innovation to help the market research firm stand out within the Customer Service Solutions market.
Outcome
The market research firm adjusted its market strategies and refined its offerings to based on interviewees’ responses, to capitalize on the emerging opportunities identified by Phronesis. This showcased its competitive edge and paved the way for continued success in the Customer Service Solutions sector.
Impact
Direct engagement with Customer Service Executives provided the market research firm with firsthand insights into their needs and preferences, essential for refining its offerings. By tapping into these perspectives, the firm gained strategic guidance, aligning product development and marketing with enterprise-level consumer needs. This supported informed decision-making, optimized offerings, and strengthened its market position, driving business growth and reinforcing its reputation as a trusted provider of Customer Service Solutions.
