EXPERIENCE IMPROVEMENTS TO INCREASE ENGAGEMENT

Assessing Consumer Needs and Expectations

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The Challenge

With the expansion of their network, a diverse group of financial services stakeholders identified a need to re-assess how to engage with customers. This would provide insight into the impact on relationship-building with the brand.

The Experience Solution

To understand customer reaction and overall expectation, MMR LIVE worked with the company to identify existing data that could be mined for analysis, including traffic ping data, events calendars, event attendance logs. We visited locations to observe and experience the flow and amenities. LIVE then conducted customer interviews focused on their expectations, design, branding, marketing and engagement.

The LIVE Impact

As part of the reporting process, LIVE provided a Framework and a guide to facilitate an interdisciplinary work session to review findings and discuss opportunities. The final report included tactical suggestions and experience recommendations to improve the overall customer engagement.

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