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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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Technical debt goes company-wide

Technical debt isn’t unique to applications: it can also apply to a business in general. We speak with Carlo Rossi, Spiria’s digital solutions expert in the Montreal office, who brings his many years of experience and a keen analytical mind to all types of digitization projects to ensure their success.

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Sprint Planning: the Most Important Agile Ceremony

In the last two decades, Agile development has become the software industry’s most commonly used development process, and Scrum its most popular framework. During my career working for various companies, I noticed that managers used Agile development as an applied technique or method.

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Using Git in cPanel, the console way

While cPanel offers a Git Version Control feature, I have always preferred to have full control via a terminal window. It is actually very simple to integrate Git on such a server and this article describes the steps.

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