CUSTOMER
EXPERIENCE
RESEARCH
Customer needs may change…
but the role of listening and learning from them will not
Elevating customer experiences
We believe brands thrive when they commit to enhancing customers’ lives. That means putting in the hard work of getting to know them, understanding their experiences, and empathizing with their struggles. Maintaining a heightened CX awareness – that’s how a brand becomes a trusted provider of products and services that enrich customers’ lives.
- Customer Journey
- Win Loss
- Customer Emotions
- Advocacy and Renewals
- Segmentation
- Employee Experience
Research Designed to Meet Your Unique Needs
We know how to find the right customers, ask the important questions, and synthesize data into compelling customer stories.
DEEP UNDERSTANDING CONNECTING YOU WITH CUSTOMERS
Featured Customer Story
Tracking Progress to Build Stronger Relationships
One of our clients, a top U.S. banking institution, engaged with us to help enhance and manage their ongoing CX research program. They needed a way to share timely insights that would guide strategic initiatives across the customer journey.
Analysis that tells a story
To help you gain the most value from your CX research investment, we focus on understanding the four key elements of developing effective and engaging stories.
Uncovering genuine research insights is a collaborative process. It stems from a constant curiosity and the commitment to leave no stone unturned. To help your internal stakeholders make growth-orientated changes, research insights must do three things: educate, inspire, and motivate. With these storytelling elements in mind, we can help uncover the customer insights needed to fully meet your objectives.
It’s the difference between information and meaning.
FROM OUR CLIENT
“The DRG is our vendor of choice when it comes to our business’s survey requirements. Their ability to research and understand our business, and translate that into meaningful and insightful survey programs, has positively impacted our ability to drive decisions.”
~B2B Communications Client
You don’t have to go it alone
Our relationships go beyond consultation and project execution. We work with clients to help answer critical business questions and move forward with confidence.
- Collaborating to fully understand your business challenges and customer experience priorities
- Flexibility to meet your needs
- Serving as an extension of your CX team
We make it our responsibility to focus on the details, so you can focus on what’s next.
Related Resources
Big Tech is Coming for Your Industry
Today, many brands are facing new competitive threats from big tech companies like Facebook, Amazon, Microsoft, Google, and Apple (FAMGA) as well as retail giants like Walmart. Big tech has been taking serious steps to enter new industries ranging from health insurance to healthcare, financial…
Digital Banking Research: It’s More Than UX Testing
Without a doubt, consumer adoption of digital banking products, services and communication channels will continue accelerating. In fact, many industry experts predict that banking is moving toward becoming a digital-first customer experience. As that takes place, digital solutions will need to become more than alternate ways to complete common banking transactions.
Research Reveals Consumer Needs for Banking Advice
The COVID-19 pandemic continues to pose serious health concerns. At the same time, its impact on our economy is also taking a toll on consumers. We’ve been monitoring how consumers are dealing with the impact of the health crisis on their financial well-being and what it means for the banking industry.
We’re Ready.
Let us know how we can help.
We’re Ready.
Let us know how we can help.