TOGETHER WITH CUSTOMER AND CLIENT

Perspective’s research trajectories both inspire and stimulate the process of decision making. We believe in research which is to the point. The participant’s perspective is our starting point: Customers who feel they are heard and understood, are much more willing to share their views with organizations in a constructive way.

Our approach in 5 steps:

1. Kick-off meeting
In consultation with our client we establish the scope of the project and define which customer touch points are relevant. Objectives are formulated and sharpened in order to arrive at the essence of the problem.

2. Activating internal stakeholders
In our projects we like to make use of the knowledge and needs of the clients’ internal stakeholders (among which are marketing, sales, operations). Since they get involved in the project in an early stage, the results will have a stronger impact and are more likely to be accepted.

3. Integration of existing customer feedback
Often essential information concerning customers’ experiences, needs and behaviour is already available. Customers express themselves in social media and indicate their wishes using the organization’s own contact channels. We use this information for the research design or in order to already answer some of the research questions.

4. The customer's perspective
For each part of the assignment we choose the research solution which provides the best customer insights. We work with qualitative, quantitative and hybrid techniques, both online and offline. If required, we co-operate with specialists for an optimal execution of the research.

5. Effective decisions and actions
Together with our client we translate customer insights into effective decisions and actions which lead to an optimal benefit coming from customer relations.