Case Studies

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  • Our client in the airline industry was looking for direct in-flight comparisons against competitors across a range of service points including cabin attractiveness, crew services, in-flight entertainment and more…
    • Community
    • Travel
  • Software Company Relationship Management
    Harris applied its relationship management expertise to track customer loyalty and advocacy for this global software technology firm. Harris were able to identify what is most important to customers, and create actionable recommendations to improve customer relationships.
    • Advocacy
    • Customer Experience
    • Customer Loyalty
    • Loyalty
    • Relationship Management
  • Financial Services Relationship Management
    This Financial Services Relationship Management case study demonstrates how Harris delivered an improved understanding of our client's customer's business needs, which enabled them to deliver sustainable, profitable performance to outperform the market both locally and globally.
    • Action planning
    • Customer Relationships
    • Relationship Management
  • FMCG Relationship Management
    Bringing our client closer to their customers and staying ahead of the competition, by helping them to better understand changing needs of different segments, prioritise improvements to the experiences that have the most impact on loyalty and retention, and doing so in a way that is sustainable and profitable for their business.
    • Customer Experience
    • Customer Relationships
    • Drinks Manufacturer
  • In-The-Moment Experiences
    By taking action from the research our client has seen record booking levels and exceptional levels of visitor satisfaction. The attraction has won internationally recognised Awards for Excellence.
    • Customer Experience
    • Customer Satisfaction
    • In the moment experiences
  • Touchpoint Experience Design
    This piece of research improved the customer journey through all key areas of the experience to meet customer needs and priorities and drive improving standards of service in the Insurance industry. A syndicate of 12 insurers. Benchmark tracking since 1998 - satisfaction with household and motor claims handling post event. Online portal for access to results.
    • Customer Experience
    • Touchpoint Design