When it comes to product and service development, we’re with Henry Ford. “If I’d asked people what they wanted they’d have said faster horses” declared the father of the motor car. But what Ford was really saying is not “customers can’t guide product innovation” but “customers can only guide innovation if you ask them the right questions”.
Customer expectations are a function of their needs, their customer’s needs, and the ability of your competition. While customers may “try you out” because you offer a new product or service, a lower price, or a premium quality, they won’t do business with you long-term if you fail to meet their expectations across the critical points of interaction.
We focus on understanding what the unmet needs are from a customer perspective to ensure that you develop products and services that ensure a long-term, sustainable relationship with your customers.
Example of questions we help you to answer:
Then once new product or service concepts have been developed based on the market needs and opportunities insight, we follow an iterative process to:
Based on our experience, we usually conduct Online Surveys or Telephonic Surveys with customers using our in-house telephonic survey unit. However, depending on the target market and your needs, we conduct Personal In-depth Interviews or Focus Groups Discussions with B2B customers.
For more about our research process, click here.