Need

A large and well-known Swedish company is facing a number of organisational changes and needs to rearrange parts of the business that are assumed to affect the customer experience. How are customers’ and potential customers’ views of the company affected by the changes that are planned to be made? Which customer groups are most likely to be angry and which will not be affected? What message should the company use to address the various customer groups?

Solution

Our starting point in the project was to look at the client’s situation and from here adjust our solution in order to find as accurate insights as possible. The client first needed to find a segmentation model to identify where differences in attitudes existed and which prioritised target groups to focus on. Thereafter we did a number of parallel activities to maximise data collection and work through the material properly. The project ended with testing messages from previous campaigns as well as our new recommendations in order to quantify the benefit the project created.