When Strategy Meets Execution
From human insights to real-world results.
From Marketing Guesswork to 35% Performance Boost
The Challenge They Faced:
Michelin makes tires but doesn't sell them directly to customers. While competitors with tire stores could observe how people shopped, Michelin was making educated guesses about customer behavior—and spending millions on those guesses.
Our Approach:
We followed real customers through their tire-buying process across three countries and multiple brands to see what they actually do—not what Michelin thought they did. This revealed opportunities that changed how the entire organization worked.
The Business Impact:
Michelin reorganized their entire North American marketing team around what customers actually do
Decreased marketing spend by 10% while getting 35% better results
Built a new way to track customer data that keeps them ahead of competitors
Additional Case Studies
How We Transform Insights Into Action
Discovery: We lead with understanding your business goals, not just user preferences. Our approach means working with your team to identify strategic challenges that customer experience can actually solve.
Collaborative Implementation: Research becomes reality through systems that work across departments. We don't just deliver—we create processes that help teams consistently act on insights.
Measurable Outcomes: Every recommendation connects to metrics executives care about. From conversion rates to cost savings, we track the impact you can present to the board.
Sustainable Transformation: Your team learns to make customer-focused decisions every day, creating lasting change that continues delivering results after we're gone.
Ready to Turn Customer Insights Into Real Results?
Stellar customer experience isn't about making things prettier or easier to use. It's about creating moments that spark change, build loyalty, and drive measurable outcomes.
Let's talk about how our solutions approach could work for your business.
During your strategy session, we'll:
Start by understanding your business goals
Explore how your customer insights could create the most significant impact
Identify opportunities your competitors might be missing