At a glance

Our clients in Microsoft’s retail division wanted to deepen their understanding of customer satisfaction across the buyer’s journey. Logic20/20 delivered a repeatable Customer Journey Mapping framework encompassing data capture and advanced analytics that became the standard for the entire organization.

Customer challenge

Our client wanted to better understand customer perceptions of the buying experience for Microsoft Surface and Microsoft Office products in their online and brick-and-mortar stores. They had recently conducted a customer survey and were looking to translate survey responses into actionable data.

Approach and solution

Logic20/20 developed listening mechanisms to capture and segment feedback across each step of the customer journey and built an end-to-end map to identify strong and weak points across the buying experience. We also developed an advanced analytics dashboard and data intake procedures to help our client visualize customer data across multiple segments on an ongoing basis. Once these pieces were in place, we developed a new version of the customer survey to deliver better data across every phase of the customer journey.

Value and benefits – “The Wins”

Our client at Microsoft can now focus on specific customer needs at each stage in the buying journey and optimize those experiences to improve customer satisfaction. The retail and product development teams have improved their visibility in delivering rapid feedback from voice-of-the-customer analysis. The framework we developed for analyzing the buyer’s journey was so successful that Microsoft has made it the standard to be applied throughout their suite of products.

About Microsoft

Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more.

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