Page 19 - V3 TOGA_CX Presentation

EIGHT CUSTOMER INSIGHTS
For each customer, key data points were identified, which included quotes, stories and statements of significance that provided insight into the customer’s buying journey. This provided a deeper understanding of the customer and offered a new perspectives about what is and is not important to them. After categorising these insights into various themes, each cluster of data points were further synthesised to develop a customer insight that best captured the sentiment of the collective data. The result was eight main customer insights that were not only the largest collection of themes but revealed to the most important matters and pertinent issues faced by the customer.
1 LOCAL CONNECTION
2 DIAMONDS IN THE ROUGH
3 ANXIETY OF THE UNKNOWN
4 WAITING PANGS
5 LOST IN TRANSLATION 6 RECOGNISE ME
7 TALK TO ME
8 SAFE BET
Commercial in confidence
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