Diesel

Our client, Diesel Europe, was seeking to improve customer satisfaction ratings where they ranked low in an already low-ranked Fashion Share. The need to improve their customers’ experience was gaining urgency due to the rise of competitive disrupters.

Size:
Market Research, Growth Strategy, Digital
Completion Date:
2014
Credits:
Market Research and Analysis, Digital Strategy

When working with clients on customer experience, we go to the source. That means we conduct in-depth customer interviews, travel with installation reps, listen to customer calls, and audit marketing, sales, and operations. Sometimes the problems in customer experience can be traced to a policy or culture that only indirectly works with customers. We like to say that customer experience is rooted in the very DNA of a company.

To make the most of the solution, our goals were threefold:

1.Investigate and understand the root cause of customer dissatisfaction and identify specific pain points

2.Understand potential treatments for the causes of dissatisfaction

3.Prioritize treatments to address pain points based on cost/benefit assessment