Engaging Customers to Enhance Product Offerings

THE NEED

BEF is a non-profit that offers carbon offsets and other solutions for organizations looking to balance their environmental footprint and achieve their sustainability goals. BEF sought Milepost’s expertise in engagement strategy to better understand their value proposition as a carbon offset provider and to learn more about the ways in which they could improve the customer experience.

OUR APPROACH

Our first action was to conduct a discovery session to learn more about BEF’s offerings and long-term goals. We then developed a survey questionnaire targeting key stakeholders to help BEF align its offerings with customer needs and helped BEF identify a list of key stakeholders to get a broad cross-section of its customer base. Finally, we conducted telephone interviews with stakeholders from diverse industries including local government, manufacturing, financial services, and sports and entertainment.

THE RESULTS

Following the interviews, we conducted a thorough review and analysis of survey data. Using our design expertise, we produced an engaging PowerPoint-based report that included critical insights gleaned from survey results along with recommendations regarding next steps BEF could take to better align its products with market needs. Our recommendations included concrete action steps BEF could take to enhance the customer experience.

OUR ROLE

  • Stakeholder Engagement
  • Market Research
  • Data Collection & Reporting

CLIENT

Bonneville Environmental Foundation

DURATION

2 months

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Project Lead:

Luke Gebhard Ask Me Questions