Proposition Development in Professional Services

Case Study:

Proposition Development in Professional Services

Case Study: Proposition development support for a major international conference & events organiser...

Core Methodology: Customer Satisfaction Analysis & Competitor Research

CSAT Analysis:

To understand weaknesses of current proposition and areas of focus for improvement

CSAT Analysis

Internal analysis allowed us to focus on the key issues relevant to our client
Corporate account and customer teledepths provided a rapid overview of the emerging themes which were incorporated into the quant questionnaire
Online CSAT survey was developed to allow easy identification of priority action areas

Solutions:

To determine potential solutions / propositions based on best practice and internal experience

Solutions

Five competitor organisations were identified and different approaches to similar issues were identified
Findings from all the research were used to design a workshop where potential solutions and new propositions were developed and a roadmap agreed

Concept Testing:

To test potential solutions on customers and corporate accounts

Potential solutions / propositions were tested on both customers and corporate accounts
Drill-downs were carried out on particular themes
Findings from teledepths were used to refine propositions and refine the implementation roadmap