Stuck not loyal
"My bank is ok I’ll probably stick with it. I wouldn’t recommend it to you though."
A well-known bank was suffering from bad social media reviews and low customer experience metrics. The bank had invested heavily in technology to make it easier for customers and had a strong outbound brand image but still customers were feeling alienated.
Cimigo started with at the heart of the matter and focused on their staff. The old adage ‘People make an organisation’ has no greater relevance than in the service industry. It’s not what you do; it’s how you do it.
By exploring employee experience, Cimigo began to see why. The development of their digital touch points and brand expression had bypassed the employees completely. Without employee buy in, understanding and call to action, the brand could not develop connectivity (digitally or in person) with their customers.
Cimigo focused on building a stronger emotional connection between the brand and its employees. Brand engagement at this level, then resonated with customers to deliver significant customer WOW moments. Moments of delight which make an impression, get talked about and build advocacy.
Optimising dairy concepts
Jun 30, 2021
A dairy company wanted to test a new product concept, so we tested two concepts to find the
Hy Vu - Head of Research Department
Joe Nelson - New Zealand Consulate General
Steve Kretschmer - Executive Director
York Spencer - Global Marketing Director
Laura Baines - Programmes Snr Manager
Mai Trang - Brand Manager of Romano
Hanh Dang - Product Marketing Manager
Luan Nguyen - Market Research Team Leader
Max Lee - Project Manager
Chris Elkin - Founder
Ronald Reagan - Deputy Group Head After Sales & CS Operation
Chad Ovel - Partner
Private English Language Schools - Chief Executive Officer
Rick Reid - Creative Director
Janine Katzberg - Projects Director
Anya Nipper - Project Coordination Director
Dr. Jean-Marcel Guillon - Chief Executive Officer
Joyce - Pricing Manager
Matt Thwaites - Commercial Director
Aashish Kapoor - Head of Marketing
Kelly Vo - Founder & Host
Thanyachat Auttanukune - Board of Management
Hamish Glendinning - Business Lead
Thuy Le - Consumer Insight Manager
Richard Willis - Director
Ha Dinh - Project Lead
Geert Heestermans - Marketing Director
Louise Knox - Consumer Technical Insights
Aimee Shear - Senior Research Executive
Dennis Kurnia - Head of Consumer Insights
Tania Desela - Senior Product Manager
Thu Phung - CTI Manager
Linda Yeoh - CMI Manager
Cimigo’s market research team in Vietnam and Indonesia love to help you make better choices.
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Cimigo provides a range of consumer marketing trends and market research on market sectors and consumer segments in Vietnam and Indonesia.
Cimigo provides a range of free market research reports on market sectors and consumer segments in Vietnam and Indonesia.