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Customer Research

Focus on your customers and discover new business opportunities.

Building customer-centric solutions. 

Spiria keeps your customers at the heart of our development process. We use customer research to drive product decisions and designs that aim to increase user engagement and customer loyalty at each step of the customer journey. This customer research is also what helps understand current and future customer attitudes, needs, motivations and behaviours relevant to your business. With the information collected, our experts uncover new opportunities, stimulate growth, and build solutions tailored to your customers.

The power of data.

From concept ideation to personalized marketing efforts, customer research plays a key role in various phases of a product’s development process. Using qualitative and quantitative research, our experts study your target customers during key interactions along the user journey. These touchpoints are ranked by importance, market reach and other metrics relevant to your business. Since customer research helps determine the importance of each need, together we can easily prioritize product development initiatives. 

Research begins with identifying and analyzing your target customers. By gathering emotional insights, our experts gain a better understanding of what drives your customers’ behaviour. The goal is to paint a complete picture of your users. Applying this data, we can properly segment your customers and help identify the highest value users. Most importantly, our experts identify your customers’ unmet needs, presenting key opportunities for future products, services or features.

Data in hand, our designers keep users in mind throughout each design phase. Spiria’s design team uses customer research to create buyer personas and a user journey map for an optimized user experience. We design category-specific experiences for mobile and desktop, providing a consistent cross-platform experience. With key customer data and buyers’ personas, you can segment your marketing efforts and specifically target users with similar needs, motivators and expectations. These highly efficient targeted marketing campaigns drive user growth and promote repeat engagement.

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Our customer experience improvement process

  • 1. Collect

  • 2. Focus

  • 3. Deploy

  • 4. Measure

1. Collect

  • Conduct customer interviews and market research
  • Run surveys, polls, NPS and Voice of Customer campaigns
  • Identify feedback loops and data collection mechanisms

2. Focus

  • Map out customer goals and omnichannel experiences
  • Strategize and plan audiences and segmentation
  • Plan and implement marketing and CX roadmaps

3. Deploy

  • Build core engagement touchpoints into operations
  • Implement CX governance, culture and KPIs
  • Incorporate data collection mechanisms

4. Measure

  • Validate customer satisfaction, engagement, retention and loyalty
  • Customize, add and improve engagement touchpoints
  • Compare customer data against industry benchmarks

Let’s Talk About your Project

Call us: 1 800 972-0979 or e-mail us: newproject@spiria.com

Recent Articles

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With dozens of new apps launching each day, competition among mobile apps is fierce. How do you make yours stand out? While a quality product is certainly important, it’s not everything. A robust publicity campaign should also go into the planning. Here are 31 ideas for an effective marketing strategy:

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The top 6 platforms for mobile application development

Do you need to come up with a mobile app that delivers a range of content for your company? Are you tasked with setting up the online store? Whatever the case may be, here are six go-to platforms to build iOS or Android mobile apps.

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A new mission statement for Spiria!

Companies must evolve to adapt to changing market conditions. With 18 years’ experience, Spiria has certainly been through its fair share of transformation. While our foundational value has remained immutable — namely, to serve companies rather than a software product — we have matured and deepened. Let’s face it, we’ve gone from two dudes in a basement to over 175 people in four cities, and we’ve incorporated new skills and significantly expanded our service offering in the process. So yes, you could say we’ve evolved!

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