INNOVATION, INSIGHT, INSPIRATION

WE AUTOMATE INSIGHTS TO SUPPORT THE CREATION AND DELIVERY OF INNOVATIVE PRODUCTS, SERVICES, COMMUNICATIONS AND EXPERIENCES FOR OUR CUSTOMERS' CUSTOMERS.

SOME SERVICES WE DELIVER

DATA ANALYTICS

Extracting the insights from our clients data to begin the discovery process and ensure we are building upon the knowledge-base with our additive insights activities. We work for all sorts of data sources, existing research and other forms of customer insights that exist throughout organizations to squeeze even more insights from them with a fresh perspective and relevance to the current set of priorities and tasks-at-hand.

QUALITATIVE RESEARCH

Get inside the minds of your customers. Deepening your understanding of the challenges, needs and attitudes of target customers, through observation, conversation, and explicit elicitation via qualitative research techniques. Understand the key drivers of what customers are looking for and why. Whether it be focus groups, 1-on-1 interviews, mystery shopping, shop-alongs, mobile journaling or other qualitative techniques, we strive to get underneath the motivations and intentions of your target customers so you can create compelling solutions and communicate the value of those solutions meaningfully and effectively.

QUANTITATIVE RESEARCH

Applying strong quantitative research methodologies to robustly validate our clients’ hypotheses in order to better understand the market potential, critical success factors and risks to mitigate in bringing the solutions to market, optimizing existing solutions and finding resonant messaging & communications to relate to target audience needs. We deploy rapid, effective, and (sometimes) sophisticated techniques for getting to the most impactful quantitative insights (e.g. MaxDiff, TURF, ACB Conjoint, etc). We aim to provide the data that best provides the validation you need to substantiate your decision-making.

TEST & LEARN PROCESS

We start by analyzing the situation – online, offline or both – to determine areas of complication, frustration or blockage in the customer’s journey towards the optimal goal (e.g. path-to-purchase, price comparison, calls-to-action, etc.). This investigation leads us to core challenges we can create solutions to address (ideation of new opportunities for improvement). These ideas are then tested with the target audience, often live (e.g. A/B testing), sometimes simulated (e.g. research, mock-ups, prototyping) to understand the impact each solution can capture ahead of full implementation.

SOME CASE STUDIES FROM CLIENTS WORK



Building Zipcar 2.0



Growing The Economist



Expanding LogMeIn's Solutions

HERE ARE SOME MORE OF OUR PARTNERS

(we apologize if we left anyone off, we still love you!)

15+ Fortune 100 companies
30+ Fortune 500 companies
50+ new ventures
100+ SME’s and mid-sized companies
3 Government agencies
…across 5 continents!

SOME OF OUR STATS

CLIENT ENGAGEMENTS

INNOVATIONS CREATED

PRODUCTS LAUNCHED

FIND OUT A BIT MORE

MEET THE TEAM

GREG GARSON

PRESIDENT & CEO

I come from an engineering background by way of a liberal arts degree. I have the benefit of loving the structure of engineering, while being passionate about the creativity that comes from non-linear thinking. This intersection has led me to be constantly looking to improve products, services, solutions and experiences with the use of technology. It is important to me, and what I know helps make products, services, solutions and experiences truly valuable, that we truly address challenges and needs that exist and are meaningful with our value propositions. Without this alignment, our value propositions (products, services, solutions, experiences and communications) are doomed to fail. To ensure a strong “marriage” between innovation and customer needs, I have spent my career utilizing and innovating customer insights tools and techniques to better understand needs and to create more robust, foundation insights.

MEREDITH LOBEL

CHEIF INSIGHTS OFFICER

Whether in technology, consumer services or healthcare, I thrive in entrepreneurial, collaborative environments focused on tackling enormous challenges. I have designed online platforms to scale social innovation; built mobile services that empower individuals to make smarter health decisions; and helped Fortune 500 companies transform new products and services.

I have 15 years of experience in business design, management, human-centered research, and strategic planning, which has led to my distinct focus on distilling customer insights to use as the foundation of business strategy.

Ultimately, i’m driven by a passion for delivering experiences and shaping solutions to improve people’s lives.

MICHELE ORNDORFF

CHIEF STRATEGY OFFICER

I have over 20 years direct-to-consumer customer engagement experience. Michele has developed loyalty transformation strategies, articulated strategic growth agendas and designed next gen customer experiences for a range of clients spanning Financial Services and Retail.

At Accenture, I helped clients identify ideas for unlocking trapped value and establish mechanisms to quantify and test hypotheses. She guided clients in designing the most fit-for-purpose loyalty strategies and determining how to optimize existing programs. She also assisted companies in enhancing consumer engagement by leveraging needs-based consumer research to develop consumer personas and journey mapping.

Prior to Accenture, Michele established a Consumer Financial Services practice at Kurt Salmon, led the Product Strategy & Development practice at MasterCard Advisors, developed new payment products for JPMorgan Chase, established an ATM network at American Express and managed the Citibank AAdvantage credit card portfolio at Citibank.

OUR MISSION

We create and deliver innovative products, services, communications and experiences for our customers’ customers. At the heart of our solutions is a core of customer insight that means everything we deliver has the voice-ofthe-customer embedded within. Our solutions start and end with customer insights, from:

data analytics to extract learnings from our clients’ data
utilizing the depth of insight gained from qualitative research techniques
robust validation of hypotheses via quantitative research methodologies
continuous improvement and on-going innovation delivered through test-and-learn embedded processes

We believe that great products, solutions, communications and experiences are achieved only via infusing customer insights throughout – otherwise it is simply high risk guesswork.

GET IN TOUCH

HEAD OFFICE

OUR ADDRESS:

36 HARPER CIRCLE
SUITE 800
MARLBOROUGH, MA 01752
UNITED STATES OF AMERICA

OUR EMAIL: CONTACTUS@SIBILANCE.COM

OUR PHONE: +1-781-691-4488