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An Ethnographic Approach to Drive Customer Loyalty

Today’s companies are investing heavily into perfecting the design of their product or service. But what often slips through the cracks is the importance of a well-designed experience – from purchasing, to getting support, to even returning. These experiences are just as or more important than the product design, and friction points in the experience can greatly impact customer loyalty. Are you aware of the friction points in your customer experience?

With over 25+ years supporting clients in driving loyalty and retention, we know how to identify and address friction points in your customer experience. We’ve identified a six-step, ethnographic approach to conducting customer experience research and agile optimization, ultimately helping you drive customer loyalty.

Flesh out a hypothesized customer journey
Identify and implement appropriate research methods
Assess your organization’s performance
Develop a list of friction points and opportunities to delight customers
Prioritize the list to implement in sprints with cross-functional teams
Test fixes and apply continuous improvements

Download the framework to learn more about our 6-step ethnographical approach to improving the customer experience, and get our checklist for the 9 to-do’s to ensure research success.

A Select Framework from Our EVERGREEN GROWTH ENGINE

Translating strategy to execution has never been more challenging for senior sales and marketing leaders. The MarketBridge Evergreen Growth Engine guides commercial leaders through this dynamic journey.
To get you started, we have pulled together succinct frameworks, each focused on one of the eight elements of our Evergreen Growth Engine. Each framework is the culmination of 25+ years of experience driving commercial success within the Fortune 1000.

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FOUNDATIONAL FRAMEWORK

An Ethnographic Approach to Drive Customer Loyalty

Download the framework to learn more about our 6-step ethnographical approach to improving the customer experience, and get our checklist for the 9 to-do’s to ensure research success.

A Select Framework from Our EVERGREEN GROWTH ENGINE

DOWNLOAD THE FRAMEWORK

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FOUNDATIONAL FRAMEWORK

An Ethnographic Approach to Drive Customer Loyalty

Download the framework to learn more about our 6-step ethnographical approach to improving the customer experience, and get our checklist for the 9 to-do’s to ensure research success.

A Select Framework from Our EVERGREEN GROWTH ENGINE

DOWNLOAD THE FRAMEWORK

Related articles

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