"Critical Moments of Truth"
With more than 35 years of in-depth marketing research experience, The W Group begins by understanding your Customer through their eyes and perceptions (it's the only reality they know). Customer Experience Journey Mapping drives some of the deepest customer insights about your brand's performance. This research approach uncovers the Key Drivers that motivate customers and the Critical Moments of Truth that have the greatest impact on customer experience and resulting brand loyalty.
OUTCOME: Clients net a deeper understanding of their customers' true motivations, brand realities, Key Drivers and the Critical Moments of Truth that have the greatest impact on brand loyalty.