our mission e⁴

Customer Strategy Development

Client Situation: Our client was a leading designer, manufacturer and supplier of high precision camera systems, comprised of cameras, lenses and accessories for the motion picture, television series and television commercial markets in North America, Europe and the Asia Pacific region. They were challenged to grow its existing set of offerings to customers in a highly competitive market.  We were engaged to assist the client in building a strategy to increase customer loyalty and enhance customer satisfaction throughout its global operations.

Endeavor Management Solution:
Our initial step was to clearly gain a deeper understanding of the client's customer base through the collection of customer feedback.  We developed and executed a customized approach to collect Voice of the Customer data from over 2500 key customers through the use of detailed survey instruments and face-to-face interviews.  At the conclusion of this detailed discovery we delineated key customer segments and their unique behaviors and requirements for the client as well as clear, actionable market and operational change actions to optimize satisfaction.

Results and Benefits:
Our recommendations for change immediately identified and suggested remedies for counterproductive behavior with the organization.  The changes to process and policy were implemented quickly removing key tactical obstacles to ensuring higher levels of overall customer satisfaction.  Additionally our initial Voice of the Customer findings acted as a baseline for on-ongoing measurement in the future.  Findings from our work were instrumental in redefining product roadmaps that allowed the client to gain a 15% market share improvement.