Insights & Current State Assessment
Needs and insights are at the core of any strategy SNG develops. We always leverage existing data and research to augment our effort. We are known for our Customer Experience Touchmaps, Customer Decision Journeys and our pointed and insightful Qualitative and Quantitative Research.
+ Current State Customer Experience Touchmap
The development of a Current State Customer Experience Touchmap is a deep dive exercise that illustrates the internal and external touch points of a given organization. More specifically, the map provides an overview of customer & prospect communications, data flows and CX gaps, opportunities & best practices in the current experience of a customer or prospect throughout the lifecycle.
+ Customer Decision Journey
A Customer Decision Journey, or CDJ, is a way to see the world from a consumer's perspective in order to think about the key moments that most impact decision making processes and experience. The CDJ map visually depicts what happens during a customer decision journey so the brand can determine when and how to most effectively, efficiently, and relevantly engage with prospects and customers.
+ Quantitative and Qualitative Research
SNG’s team members have led research projects in 30+ countries and across multiple industry sectors. Projects completed by team members include:
- Customer satisfaction tracking
- Customer segmentation
- Brand equity
- Brand awareness & perception tracking
- Advertising effectiveness testing
- Market opportunity sizing
- Customer ethnographies
- Concept testing
- Online discussion groups
- One on one / small group discussions (online & off)
- Focus group moderation
+ "Quick Hit" Summary
Through our process we identify "Quick Hits" -- opportunities and topics for the organization to address that will have an immediate impact, but not demand a large amount of internal resources.