Identifying and using customer insights to transform the business

Olympus operates in both the B2C and B2B markets, having very high market share in several of its very different sectors. It has enjoyed excellent employee and customer retention for several decades.

To maintain Olympus leadership, Stepping Stones was asked to partner with them in conducting extensive research of customer requirements. This included qualitative and quantitative market research and interviews internally and across the customer communities.

The brief was to develop Olympus competency in identifying customer attitudes as well as important opportunities to make the difference that makes the difference.

The research used our proprietary Touchpoints Research Tool and involved training Olympus staff in how to do the research interviews both face to face and by telephone.

Stepping Stones then developed the statistical analysis and modelling and provided a process model and workbook for future applications.

Post-research workshops developed Requirements for new CRM strategies, lean processes and systems and customised services for each customer group or major customer.

Working with our strategic partner Rubicon we are now helping Olympus to design new leaner processes to serve customers even better.

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