The client is a European multi-national company that manufactures audio and video equipment that includes cameras and speakers as products of focus for this study. Some of the other products they offer include active noise cancelling headphones, wireless earbuds, video conferencing cameras, and fitness-tracking sports headphones which are designed for athletes to wear while exercising.
Manufacturing
Europe
Due to the pandemic, work from home trend increased for the flexibility it offers to the parties involved. This created a demand for work-related infrastructure which included cameras and speakers.
This change in global environment led to a change in trend for brand preferences, purchase behaviour and consumer assessment of the functionality/features they sought after. The client was thus keen to understand the specific impact of these new trigger points which range from brand selection, touchpoints, and key purchase drivers.
Datamatics identified three target customer personas – Decision makers (B2B), Prosumers (executives who bought for work), and End users and designed a quantitative approach. Over 2000+ consumers were approached across three major markets: USA, UK, and China.
It helped the client to have a microscopic look at the purchase process, from the initial triggers to the selection of purchase source. Critical parameters which increased the purchase intent, the product/trade specific parameters that resulted in brand/product selection, and pain points causing attrition were also identified.
Improved ROI by 150%
Increase in NPS
From 18 to 28
Improved customer expectation management
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Datamatics is a Digital Technologies, Operations, and Experiences company that enables enterprises to go Deep in Digital to boost their productivity, customer experience and competitive advantage.