Following the Customer Problem JourneyInnovation through empathy
Become an expert in your customer's biggest problems and guide them from frustration to solution
Uncover customer intentions, motivations, and pain points
Understand why your customers choose your company among competitors
What is the Customer Problem Journey?
The Customer Problem Journey is a new way to step inside the shoes of your customers to completely understand their problems, needs, and priorities when making purchasing decisions. Through research techniques such as focus groups, individual interviews, on-site/at-home observations and more, we help you learn key customer influencers, experiences, and drivers to improve loyalty, adoption, retention, and refferals.
The Customer Problem Journey begins with your customers at the moment they begin to experience a problem, frustration, or pain point, and follows them all the way through the process of solving their issues. Beat out competition by providing the most holistic, empathetic solutions to your customers’ most pressing problems.
Example Customer/Consumer Contexts
“It looks like I might be having a problem.”
“I just figured out what my problem is.”
“How do I solve this problem?”
Current Solution/Competitive Landscape
“What is currently available to solve this problem?”
“What is the right type of solution for me?”
In-Store Purchasing Criteria
“How do I choose between these potential options in front of me?”
Use & Resolution
“My experience using this solution could have been improved.”
“I need help using the solution I chose.”
“I am having the same problem again. Should I go back to the same solution or try something new?”