Service Overview

Our Customer Insights service focuses on one thing: Your Customers.

We work with clients to understand the type of customer insights they are seeking, and what they hope to get out of this engagement with their customers. We then design a process that uses a combination of customer forums, video recorded interviews, and customer surveys to obtain key perspectives from customers regarding their experience with our client.

These insights are then used as a catalyst for change and improvement programmes that truly place the customer at the heart of strategic planning.

Who is it for?

Our Customer Insights service aims to help clients drive customer-focused change and improvement in their business, and as such, the service could be used by any number of businesses, departments and industries to achieve any number of objectives.

However, we feel this service may have particular relevance if:

> You are looking to improve customer service and overall customer engagement

> You want to adopt a more targeted and customer-focused marketing approach

> You want to stimulate product/service research and development from a customer needs perspective

Customer Forums

We bring your customers to the heart of your business planning by involving them in a structured interview and workshop process that aims to fully understand every aspect of their experience with your business.

We will help you plan and organise these sessions carefully, ensuring the purpose and objectives of this engagement are clear to both the client and the customer from the beginning.

A customer (or two) will then come on-site for a period of time and participate in sections of a workshop designed and run by Biggerplate Consulting. Our role is to facilitate an open exchange of ideas and perspectives between the customer and the client, at all times ensuring that the customer feels comfortable and engaged with the experience, and the client obtains the key insights needed to inform decision-making.

We then use this session as a launch-pad for change and improvement processes that are entirely customer-focused.

Video Interviews

Having an external facilitator conduct a video recorded interview with customers is an excellent way to collect open and honest feedback on the customer experience.

We work with clients to understand the insights they are hoping to obtain and then identify potential customers for interview. We then formulate an approach that makes it easy and safe for customers to engage with us through an open and honest discussion.

Biggerplate will conduct structured interviews with identified customers using the clients objectives as the starting point for information gathering. We use a tested framework for covering every aspect of the customer experience, and ensure we also obtain the "must-have" information requested by the client.

We then review the video and insights gathered, and use this as a catalyst for change and improvement processes.

Customer Surveys

Perhaps one of the simplest ways to obtain customer insights is through the use of structured surveys and questionnaires, and yet it is amazing how many businesses are not taking advantage of this information gathering mechanism.

Biggerplate will help you identify key information that you should be gathering, and then work with you to create questionnaire and survey mechanisms to capture this information. This may involve using online platforms like Survey Monkey, paper questionnaires, or a more structured and organised follow-up call process.

The overall aim is to provide clients with an easy-to-use mechanism for capturing both positive and negative feedback from customers, and ensuring this information is properly captured and factored into planning and decision-making processes on an ongoing basis.