Solutions for Customer Understanding

Use research and data to create better products, services, and customer experiences.

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With customers’ expectations constantly changing, it’s critical to put yourself in their shoes by understanding who they are and what they need. Centric Consulting improves customer understanding by capturing the right information to make effective decisions about products, services, marketing and operations.

Our clients often seek to eliminate roadblocks to becoming a more customer-centric organization. We help companies develop a deep understanding of their customers to create more meaningful experiences, improve business outcomes, and increase customer satisfaction.

Knowing how, what, and where to listen to the voice of the customer requires specialized disciplines. It’s important to gather the right data and interpret the complexities of human thoughts and emotions effectively.

The shift from reactive decision-making to data-driven, predictive decision-making eliminates reliance on anecdotes and outdated insights. Reliable information and customer personas leads to better strategies and positive customer relationships.

Our team of CX experts can help you perform customer understanding activities or build your own internal capability for capturing and analyzing research, data and insights.

Inform and Enrich Your Business Strategy

Uncover unmet consumer needs and market opportunities to develop competitive growth strategies.

Rally Your Organization Around the Customer

Create a shared understanding of who your customer is and how to meet their needs among everyone in your organization.

Create Products and Services People Actually Want

Go to market with products that drive customer acquisition, engagement and loyalty.

How Our Team Works With You

We work right alongside you. First, we gather and interpret information. Then we distribute it to the right people and determine what to take action on based on your business goals.

We use a variety of tactics for customer understanding such as market research and customer journey mapping to help you reshape and improve your customer interactions.

As a mid-size insurance carrier, we value partners that consistently put our goals as their top priority. The Centric Consulting team is a true ally, committed to delivering strategy and solutions that help us win. They take the time to listen, learn and understand the business objectives. Their comprehensive collaboration process ensures success.

Chad Zenner, Chief Marketing Officer, CompSource Mutual

WHITE PAPER

Slide the Empty Chair Closer to Understanding Your Customers

To better understand your customers, you must learn how to gather data and collect information
about how they interact with your product or service. Then, you can interpret trends and patterns in customer behaviors.

In this white paper, we guide you on how to gather and analyze research and insights, which slides you closer to understanding who sits in the chair, helping you create a customer-centric organization.

READ THE WHITE PAPER

To improve customer centricity, you must embed principles of understanding and empathy into your organization’s DNA.

Evaluative

Used to solve a specific need, challenge, or opportunity.

Example: 1:1 Interviews

Generative

Used to gain a better understanding of market forces influencing customers’ decisions.

Example: Market Studies

Inferred

Used for insights to be distributed to the enterprise or parts of the organization.

Example: Data Mining

We strive to be a trusted partner that provides the customer experience management solutions you need to chart your path forward.

We deliver an experience unmatched anywhere else, with knowledgeable and thoughtful consultants plus flexible, tailored approaches – all centered on the right outcomes for your business.

Our Customer Experience experts can help you build your own internal capability for capturing and analyzing research, data and insights.

Talk to an Expert

Our partner, Salesforce, surveyed 15,000+ consumers and business buyers worldwide and found that people expect the benefits that customer understanding enables. (Salesforce Research: State of the Connected Customer)

of respondents say customer service is important to their brand loyalty

of customers expect brands to show empathy

of customers expect companies to understand their unique needs

This blog series about customer understanding and empathy walks you through the strategies and tools needed to successfully reach your customers and exceed their expectations.

Read the Series

Christine Pearce

Research and Insights Capability Lead

Noah Grayson

Research and Insights Expert

Colin McGee

Digital Experience Design Lead

Our capabilities help clients stretch their thinking and push the boundaries of possibility. We craft solutions rooted in CX principles that are delivered with customer value top of mind.

Customer Experience Design

Engineer experiences that make businesses thrive.

Visioning and Viability
Research and Insights
Experience Engineering / Architecture
Customer Experience Maturity Modeling

Digital Experience Design

Prepare for a world where every surface is a digital interface.

Digital Strategy
Digital Modernization
Digital Design and Enablement
Design as a Service

Service Design

Configure operations for greater relevance and effective delivery of customer experiences.

Visioning and Viability
Channel Strategy and Design
Business Impact and Readiness
Front and Back Office Integration
Prioritization and Roadmaps

Create Experiences
Your Customers Will Love

Gain Knowledge About Who They Are and What They Want.

TALK TO AN EXPERT

Solutions for Customer Understanding