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Voice of Customer

Driving Growth

“I have been a C-Suite leader in private-equity backed aerospace enterprises for over two decades, and state categorically that the best 'Voice of the Customer' surveys I have seen and used came from Priority Metrics. Very insightful, deeply factual, analytic, and immediately useful for improving our operations in the eyes of customers. I'd recommend Priority Metrics to any leadership team or investor group that needs to hear strategic guidance from customers in this uniquely effective fashion.” Steve Townes, CEO - ACL Airshop and Founder - Ranger

Additional Case Studies

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Customer Experience

A world leader in industrial packaging products and services, enlisted PMG's expertise in conducting customer satisfaction surveys to better understand 'The Voice of the Customer.' PMG's Customer Insight® approach resulted in a Performance Improvement Map of each individual customer with specific actionable recommendations to create new business opportunities. The client used the survey data and PMG's analysis conclusions to improve sales call effectiveness, which resulted in increased sales volumes of $3 million and ultimately improved market share.

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Market Research

Through custom market research, PMG assessed the current hermetic compressor market in juxtaposition with the company's net position on each product and service attribute. The PMG study proposed two alternative strategies to leverage the company's perceived strengths in the marketplace: to compete on reliability or efficiency. As a direct result of PMG's recommendations, the company aggressively pursued the position of a strong second supplier and, in turn, has strengthened its market positioning in the industry.

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Filling the Pipeline

PMG was asked to develop a fast paced product and service innovation process that would be utilized by their newly developed corporate innovation team. PMG developed an Outcome-Driven framework growing the number of opportunities in the new product pipeline approximately 150%, while increasing the potential revenue of the new product pipeline nearly 180%.

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Market Assessment

PMG's market assessment included specific recommendations on how to compete more effectively against competitors and an approach to realize future growth opportunities. By developing a more detailed and relevant market segmentation for evaluation, selected market segments were evaluated in-depth for short-term and long-term potential. As a result, the market research provided the client solid business insights that have helped the company navigate around potential business disruptions and make better informed decisions about its approach to future business growth.

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