Leveraging mixed-methods research techniques, the team works with clients to turn research insights into actionable initiatives designed to drive customer experience improvements focused on increasing revenue, decreasing costs and elevating shareholder value.
Customer Journey Mapping
Most engagements are focused on mapping the customer journey in order to create a strategic, holistic understanding of customers.
The Customer Journey Map is built through a combination of qualitative research studies, a review of existing customer quantitative data, and internal stakeholder and customer workshops. The resulting deliverables often include customer personas, the journey map, and a set of prioritized recommendations for experience improvements.
Clients leverage customer journey maps to prioritize their technology roadmaps, inform new products and services, and educate employees about customer needs.
Voice of the Customer
Raelin Research provides consulting services to companies interested in establishing a formal Voice of the Customer program.
VoC programs consolidate multiple customer feedback data points into a single data repository designed to provide teams with a consistent, real-time flow of customer perception data about the company’s products and services. Establishing a VoC program involves identifying and standardizing customer data points including surveys, reviews, emails, customer service, social media and other sources; creating a single repository for that data; analyzing the data including natural language processing of open ended text; and then generating reports and processes that ensure the data is acted upon in a timely and meaningful manner.
Customers leverage VoC insights to drive business decisions and prioritize actions that lead to increased customer satisfaction, retention, and share of wallet.
Additional Research Services
Raelin Research can engage in focused initiatives to target a particular product or problem space. The following services can be delivered as stand-alone projects:
Ethnographic Study
Contextual Interview
Digital Shop Alongs
Usability Testing
Diary Studies
Experience Prototyping
Speed Dating
Customer Feedback Analysis
Web Data Analysis