Unlocking Deeper Customer Connections for Luxury Brands
The Roadblock: Manual Workflows Stalling Customer Insights
Consumer Psychology Lab (CPL), an expert in qualitative market research for luxury brands, faced a critical obstacle. Their teams relied on labor-intensive processes and a rigid legacy technology provider to facilitate and analyze customer interviews for their clients. As the volume of feedback grew, CPL struggled with manual workflows, slow data turnaround, and a lack of actionable client collaboration tools. Reporting was cumbersome, and the technology partner's high costs and slow response times left both CPL and clients frustrated, unable to deliver the agile customer experience insights that set luxury brands apart.
The Transformation: Reinventing Feedback with a Custom Platform
Resonancy teamed up with CPL to completely reimagine the customer experience workflow from the ground up. We designed and delivered a web-based Customer Experience Platform that put the needs of researchers, interviewers, and dealership staff at the center. By automating the ingestion and cleaning of transaction data, the platform made it easy to connect the right customer with the right interviewer, every time. Interviewers gained a seamless, conversation-driven interface that supported unscripted, meaningful engagement with customers, while powerful tagging tools transformed qualitative feedback into themes and trends that clients could act on.
Role-based dashboards and real-time notifications kept every stakeholder, from field teams to head office, closely connected to customer sentiment and emerging issues. Our agile delivery approach meant CPL received rapid enhancements and ongoing support, enabling them to quickly respond to changing requirements and dealership priorities.
The Results: Faster Action, Greater Reach, Higher Satisfaction
- Automated data flows enabled CPL to reach more customers, book interviews faster, and dramatically expand sample sizes for clients.
- Advanced analytics and reporting empowered clients and teams to identify and address customer concerns with speed and precision.
- A flexible, collaborative platform replaced slow, costly processes with rapid innovation and easy portfolio management.
- Streamlined quality control and workflow management allowed CPL to focus on high-value analysis and deliver richer, more actionable insights.
- Reduced operational costs and manual effort freed up CPL's team to focus on what matters most: driving customer loyalty and satisfaction.
Key Points
- The Challenge: CPL's manual processes and outdated tools slowed down customer feedback collection and made it difficult to deliver timely, actionable insights to clients.
- The Solution: Resonancy built a custom web platform that automated workflows, enhanced qualitative analysis, and delivered real-time insights to every stakeholder.
- The Outcome: CPL now acts faster on client needs, enjoys greater data quality, and benefits from a scalable, future-ready feedback solution.
About Consumer Psychology Lab
Consumer Psychology Lab is a specialist in qualitative market research, helping top brands deepen customer relationships through expert feedback analysis.
