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deep dive

 

Customer research should be a reminder of why you get up in the morning.

Typical customer research involves a university intern reading from a script. In a Deep Dive, what Chris provides is far more meaningful, both to you, and to your customers.

  • Within two hours of starting the program, Chris knows your company’s profit trajectory, level of customer engagement, and quality of company leadership you possess.
  • In that same opening segment, your customers remark how they now feel important in relation to your company, because Chris asks questions no one else does, and engages in a genuine conversation that leaves your customers feeling heard and understood.
  • Within that same two hours, major issues your customers face are relayed to the people within your company who immediately solve the problems, which drives home your commitment and creates a strong bond of trust between you and your customers.

Chris has been doing this type of research on a global scale for over the past decade, and his methods create a true and lasting relationship between your company and the people it serves. Because they feel understood, customers share their motivations and fears, and they come to appreciate your efforts to address those deeper needs.

Although many leaders already know their customer’s major concerns, what they don’t know is how to involve customers in the solution. Chris’s work paves the way so that your customers take credit for every improvement your company makes, creating a new level of customer loyalty.

Trane, part of Ingersoll Rand, used Deep Dive to deepen their understanding and improve their service to a key client, Best Buy.

Applanix, a Trimble company located in Toronto, consistently stays in touch with their clients all over the world. With Deep Dive, Applanix's teams not only listen, they also make product and service adjustments based on the feedback received. Email Chris to find out more, or discover everything you need to know by clicking on "Contact and Costs."

“We used Chris’s research program for the past five years to great success. We have identified not only major issues our customers face, but we’ve also become more able to interpret the subtle hints they offer. Because Chris calls our best customers each year, they trust our commitment and have been willing to share details and make suggestions that they might not have otherwise. Our customers are our partners; they want us to succeed, and they appreciate being included. Chris is dependable, professional, and able to make sense of the information he gathers. He makes practical suggestions based not only on verifiable facts, but also intuitive leaps we may have not considered, because he looks at our customers from a unique perspective. Feel free to contact me if you’d like to know more.”   
Keith Reid, Director of Customer Support for Applanix, in 2017