Filling the gap in consumer-centricity

Portman Dental Care sought to steer their growth through better understanding of the customer service experience, while building a customer journey roadmap underpinned by data and insight. Via a program of qualitative customer exploration, quantitative customer-segmentation and activation workshops, we helped a cross-functional team to identify key stages and pain points along the customer journey, how to improve the customer experience, and different possible directions in which to take the brand. The consumer segmentation identified the core current user and recruitment targets, allowing the brand positioning to be further sharpened.