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?

Download the framework for a six-step ethnographical approach to improve the customer experience, and get our checklist of nine to-dos to ensure research success.