Business Situation:

• Understand the reasons for undertaking the brands services and map customer expectations.
• Identify close competitors in the business landscape.

Finding Facts:

• Reasons to prefer client brand over other means.
• Hierarchy (based on ease) of various options available for customers to transfer money.
• Triggers that support/boost customers to opt for visiting their retail to make transactions.
• Understand employee interacting with customers – their profile, needs and reasons for opting for brand.

Solutions Suggested:

• Pen portrait of individual needs that lead to select the client brand.
• Exhaustive list of reasons to consider money transfer over banks.

Outcome:

• Led to better customer understanding which lead to improvement in cross-selling.
• Device triggers that would beat close competitors.