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: success stories

Identifying challenges and opportunities to grow market share

SITUATION:

An international non-profit student exchange agency was losing clients and market share, but no one internally had the answer.   A lot of blame was being passed around, but the exact problem had yet to be identified.

SOLUTION:

MAPS devised and implemented an enterprise-wide participant survey of customers plus an analysis of the non-profit's strengths, weaknesses, opportunities and threats (otherwise known as a SWOT).

A two-phase nationwide analysis program was completed in six months. The project included user profiling and best customer potential acquisition based on lifestyle codes.   With the findings, our research team created an innovative data index that for the first time clearly showed how to design and monitor meaningful strategies and, more important, allocate scarce resources.   For the first time, company managers had a way to spot quickly performance lapses and launch remediation efforts.

RESULT:  

The client reported a steady upswing in new customers and dramatically increasing satisfaction ratings in all business segments. Business has also exponentially increased from within the existing customer base.