A leading delivery service provider sought to revamp its customer segmentation strategy after a 3-year customer experience (CX) tracker revealed service performance issues. The company commissioned a segmentation study, aiming to reshape its value proposition. Through interviews with customers and prospects, four distinct customer needs and value-based segments were identified. Notably, the most lucrative segment had the lowest satisfaction, while the segment valuing personal partnerships ranked second lowest. The insights led to tailored customer experiences and segment-specific products to better meet customer needs.

Join for free to read