What we are savoring this week —

You know when you absolutely love what you’re doing, and you just feel pumped about it? That’s the type of week we are having. We are in the middle of a multi-phase qualitative project that includes an ethnographic study. There is something incredibly special about being invited into someone’s home. To learn from them, about them. To be a vehicle to help their story be heard. This particular project is in the healthcare industry, and the stories we’ve heard are remarkably powerful due to the intimacy of this method. We are touched by the individuals we met last week and thankful that we get to wake up and do this work day in and day out.

What we’re excited to share this week– 

Our new healthcare website. Yep, you read that right. We couldn’t be more excited to share this effort with you first. What many may not realize is that our very first client was a hospital. Fast forward 15 years, and our healthcare industry experience, including research with providers, payers, pharmaceuticals, and consumer health, makes up a significant part of our work. We have a “center of excellence” in healthcare consumer research, you might say, and the team here dedicated to this work is incredible. We’re honored to support some of the best-known healthcare brands to provide products and services that change lives.

What we’re talking about—

Customer analytics. We all are seeing the transformation take place in front of us. Products are increasingly commoditized, and in nearly all industries the real competitive differentiation is customer-centricity (heard of customer experience lately?). This is why the practice of customer analytics is growing as quickly as it is, and why it’s the key to creating value for the customer. This Harvard Business Review report agrees, using this data to improve the customer experience is key to creating a competitive advantage in today’s market. And what’s the biggest barrier? You guessed it. Silos.   Here’s another story (not in healthcare) about bringing customer-centricity to life in product innovation.

Quote we’re pondering —

“The best marketing strategy ever: care.” – Gary Vaynerchuk

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Thanks for reading! Have a wonderful week.
To Your Success,

Will Krieger
Vice President, Insights

We all have hard days. And as with most things, it seems that often times, when it rains, it pours. When this happens in our personal lives, it’s a lot easier. We can stick our head in the sand (not that we would recommend that), but when it happens in our professional space, you have no choice but to lean in. Lean into the discomfort and push through.

Our clients look to us for our guidance and expertise when things get bumpy. When you panic, they panic. However when you are able to stay calm, provide guidance, listen to their concerns, and get them to the other side, it solidifies that relationship. Our job is to make their lives easier. To get them the answers that they need. To lean in and lighten their load when it becomes too heavy. We like to think that we create true relationships with our clients, we are in it with them. It’s not just a job. And that makes all the difference in the world.