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Insight to Activation: Understanding and Meeting Customer Needs

This market research guide by Steve Kretschmer and David Pring from Ipsos explores the process of understanding and activating customer needs. It covers topics such as supply-side to demand-side understanding, consumer-driven emotional and functional needs, influencers and barriers, segmentation, and bringing insights to life. The guide emphasizes the importance of personal engagement and resonance with consumers, and provides strategies for aligning offers, communicating effectively, and testing and forecasting opportunities.

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Insight to Activation: Understanding and Meeting Customer Needs

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  1. Insight to Activationthrough Market Research Steve Kretschmer and David Pring IPSOS 1

  2. Supply side to demand side Understanding the customer NEEDS (Perceived?) “PRODUCT” (circumcised man) ACTIVATION 2

  3. Understanding needs Consumer Driven emotional ethical FUNCTIONAL NEEDS cultural ASPIRATIONAL Society Driven 3

  4. understanding needs Influencers Ecosystem Barriers Triggers 4

  5. understanding needs NEEDS Current Knowledge Stakeholders Consumer Journey: Decision process Ecosystem – barriers/influencers/triggers Ethnography Segmentation (multivariate): Attitudes Needs Behaviors Socio-demographics Targeting ASPIRATIONAL 5

  6. The “Aha”! is important isIMPORTANT Relates to something the consumer really cares about (or enjoys) INSIGHT + The REVELATION of a significant gap between what consumers aspire to and what they perceive as available ispersonallyENGAGING The consumer should relate personally to the situation, not a general idea + RESONATESwith daily life A situation that really occurs in daily life (with a frequency that creates a real opportunity) 6

  7. BRINGING THE INSIGHT TO LIFEaligning the offer to the needs TRACK “PRODUCT” ACTIVATE When, where, by what means COMMUNICATE How to best convey the winner(s) to the consumer TEST/FORECAST Define/size the most viable/biggest opportunity “bundle” CONCEPTS best expression of “offer” that is relevant, believable and differentiated IDEA(S) co-create, most likely to succeed as concepts from insights INSIGHT(S) REVELATION of a significant “aha” gap 7

  8. INSIGHT TO ACTIVATION THROUGH Market Research • Customer-Centric: Focuses on understanding the needs of men Identifies how to position VMMC/MC to meet those needs Can place VMMC/MC on their vector of aspiration • Consumer Journey: Assesses men’s needs … … within their ecosystem of influencers Identifies key influencers, barriers and triggers to action • Segmentation: One size does not fit all! Provides for customized targeting of messaging and services to different men with different needs • A Systematic Approach Understanding Needs  Insights  Solutions  Tracking 8

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