Creating customer Promises and a new brand with Luoto Company

CHALLENGE

For Luoto Company, customer experience is the cornerstone of their operations, so naturally, understanding the customer experience and continuous development is a priority for Luoto. Luoto wanted to investigate their customers’ experience on the decision-maker level and research how the buyers voice their customer experience and how Luoto’s values are conveyed to them. After this Luoto wanted to understand how their customer promise is actualised in their practices on the project level and hear from their clients if there are any areas of development. How could Luoto become an even better version of itself?

Our Approach

Sailer executed two videographic research rounds where Luoto’s customers were interviewed from different levels of the client organisations. In the first round of research, buyers of Luoto’s services from client companies were interviewed about their collaboration with Luoto. The results from this round of the research served as a base for the second round of research, where customers from the project level were interviewed about their daily co-operation with Luoto. The video interviews were recorded, the material was then analysed and based on the insights video reports were created for both rounds of research to support Luoto’s developmental efforts.