Case Study: 30 Days to Find $50 Million
After spending three years of work and an investment of over $6 million, a client came under pressure to prove the value of its Voice of the Customer program. The client needed results within 30 days for a C-Level meeting. TBI analyzed the situation and found that the traditional means of looking for cost savings would be grossly insufficient to meet the company's desired 5x return on the investment.
Instead, TBI identified a segment of customers that had hidden value. When we conducted our proprietary analysis on the feedback from these customers, we recognized very specific patterns. TBI was then able to show the client 5 key themes that led to over $50 million in lost revenue over the analyzed period. This analysis was presented in the C-level meeting and led to additional research and innovation efforts.
Read about how we helped a client create an award-winning VOC program.