We help companies drive growth through deep customer understanding and actionable insights.
Learn MoreHelping companies generate revenue, stop sales losses, prevent attrition and gain new product ideas by collecting insightful, unbiased and actionable customer and employee feedback. Our road tested methodology involves conducting one on one, detailed interviews with employees and customers, matching those insights with market information and then developing a 'blueprint' based on project objectives. Over the last 15 years in our work at McKinsey & Company, Intuit, Unilever, ADP, nuBridges and clients ranging from startups to blue chip firms, we have conducted hundreds of interviews, and converted customer insights into action plans that bring results.
Instead of handing you a list of findings, we focus on developing a blueprint or a specific action plan so that you can immediately put to use.
We work with your team before, during, and after the engagement to make sure the action plan is doable, has internal buy-in, and is rooted in reality.
We look at customer experience in the context of strategy and market trends so that any changes you make can get you the most bang for your buck.
Buyer Blueprints makes it easier to see where and how your customers are ready to spend more. Where are you leaving money on the table? What do they see as adjacent products? Who sees value in your new idea? Where do they see your products in the age of AI? How can you reimagine the customer journey with AI?
We go deep into how your customer uses your product or service. We look for quotes, data, keywords, actions, behaviors, emotions, and beliefs to help you map where your customers will see more value. We start with a clean sheet and help you identify new connections between unrelated needs and systems.
Why are you stuck in a cost center? Why does your customer say they have no more to spare? Where are they already spending more? We look across the whole customer experience and work cross-functionally to identify changes that will remove barriers to growth.
We internalize your questions, immerse ourselves in your customer's reality, and report their experience with your firm in their own words. Expect concrete recommendations and tangible feedback you can see, hear, and act upon.
For a leading IT Outsourcing provider, the business had been thriving with great references, unmatched pricing, and well-documented capabilities. However, when the market suddenly tanked, all new deals disappeared overnight. The burning question was: How could the company change its strategy to transform crisis into an opportunity?
To chart a new path, we delved into various data, trends, and competitive information, but the true solution emerged during in-depth 1:1 interviews with customers. They provided invaluable insights, not only suggesting how the IT Outsourcing provider should reposition itself but also laying out a rich and detailed blueprint. Customers highlighted what they were still investing in and why, who should be included in sales calls and why, and even pointed out areas of improvement in sales presentations.
As the recommended changes took effect, sales skyrocketed, resulting in the conversion of 3 Fortune 100 clients within the next 6 months. The company's strategic turnaround earned them accolades in the industry, and they established themselves as a resilient player even in challenging market conditions.
A leading telecom provider planned to expand its cloud-based offerings, driven by optimistic trends and disruptive technologies in the market. Initial market analysis indicated significant growth potential, and numbers pointed to a huge upside with the right positioning. However, the reality became apparent after conversations with customers – the small businesses being targeted were not ready for the new technology. They preferred the reassurance of familiar 'advisors' and the physical, on-premise availability of the software.
Wisely, the company held back until they had the right solution ready. Months later, the market leader in that field, who had invested millions into a cloud-based offering, reached the same conclusion, highlighting their own on-premise offering. By taking the time to listen to customers and reevaluate their launch strategy, the telecom provider was able to avoid costly missteps and ultimately achieved a successful market entry, securing substantial early adopters and staying ahead of competitors.
A leading fintech company actively solicited product ideas and enhancement requests from banks (their customers), which had resulted in a growing and overwhelming list of feedback over the years. Customers constantly inquired about the status of their requests, some of which were made years ago, leading to resentment against the product team for perceived delays and unmet promises. The overloaded product team struggled to manage the constant stream of releases and unaddressed enhancement requests, creating additional stress.
To tackle this challenge, we initiated a re-prioritization exercise with the product team and then engaged in detailed conversations with each customer to gather feedback and prioritization. Through these conversations, we pruned the list down to a high-impact and manageable level. As a result, customer engagement skyrocketed, and the product team could focus on delivering results more effectively. With a streamlined feedback process in place, the company's reputation for responsiveness and customer-centricity became a key differentiator, attracting more business and boosting customer loyalty.
A leading fintech company was experiencing a concerning trend - banks were leaving their business division, and customer engagement was at an all-time low. The company's team was already overloaded and working full blast to tackle this critical issue. The challenge was to identify effective strategies to stem attrition and win back the trust and loyalty of their customers.
The result was astonishing - we successfully won back 25% of business unit revenue by reversing decisions by banks to move away. Moreover, by turning customer engagement into a key differentiator in the market, the company gained a competitive edge, ultimately winning more deals and reinforcing their position in the industry.
Tiyash earned her strategy stripes in New York at McKinsey & Company, working for blue-chip clients like Philips, Siemens and Unilever. In Atlanta she served as business unit manager for nuBridges as well as a senior product management and customer experience leader for Intuit.
After hundreds of interviews and dozens of product launches, Tiyash knows how dramatically understanding the customer experience drives—or stalls—revenue in firms of any size. An MBA with a degree in electrical engineering, Tiyash is co-founder of Bloggermoms, Inc., an internationally recognized site for multicultural parents.
Tiyash has also written for national newspapers and been quoted in industrial journals. Reach her at tiyash@buyerblueprints.com.