customer-experience Case Study

Finding a Differentiated Bank Position Across Multiple Emerging Markets

The Client's Situation

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The Campaign

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Approach + Solution

Despite the difficulties associated with conducting research in these markets to produce quantitatively sound research, we opted to conduct telephone interviews to best gain an understanding of the market.

Using diligent recruiters and experienced senior interviewers, we succeeded in completing 15 to 20 minute long interviews with CFOs and other senior management responsible for selecting their financial services providers.


Our client was able to establish clear, differentiated positioning

The research allowed our client to establish a viable positioning that supported its across market growth, while retaining its local relevance.

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Our retention rates and lengths of engagement reflect our unwavering focus on surprising and delighting each and every customer, each and every time.