Who We Are

We are your guide to timely, fact-based insights and actionable solutions. We connect the dots between the research and your business objectives.

Who We Work With

Some of the most iconic brands in the world have trusted us since 1983 and we are proud to have clients that continue to work with us after 30 years of successful business together.

What We Do

We deliver on our promise. Our promise to provide the highest quality marketing research insights with a reliable team of industry experts that you can count on every step of the way.

How We Do It

We care about the quality of our deliverables. We care about the impact that our insights and solutions have on your organization. We care about our relationships with our clients and with each other.

Let’s Connect

We know that trust must be built between us over time. So, let’s get started.

Privacy Policy
Copyright © 2022 KS&R, Inc.
All Rights Reserved
E-commerce Consumers: Creating a Consumer Recipient Ecosystem Hero Image

E-commerce Consumers: Creating a Consumer Recipient Ecosystem

Retail & E-Commerce

The customer experience is constantly evolving in the e-commerce space. Online shoppers engage with a broad set of retailers and have interactions with the retailer and their shipping partners throughout the customer journey. Meeting unique customer needs is key to winning in this space.

Our client, a global transportation provider, is a key partner with these retailers. To position their service offerings effectively as part of the customer journey, research was needed to build an understanding of EC (e-commerce) consumers, their expectations, and pain points to solve– and ultimately create an EC recipient ecosystem to guide marketing and product development efforts.

A human-centric, global research design allowed for a deep understanding of consumers within this space and how their experiences vary across a diverse landscape of retailers. One-on-one immersion interviews facilitated learning about these online shoppers and the retailers they use.

We worked closely with our client to consider many points of view in creating personas.  A facilitated two-day workshop was used to ideate and develop the personas within this ecosystem and begin to build internal buy-in for this investment.

Ultimately, we created an ecosystem of seven (7) personas representative of consumer recipients on a global scale. Customer journey maps and detailed lists of pain points were crafted for each, presenting actionable areas of focus for upcoming innovation and solutions development. We partnered with the client to socialize these tools across stakeholder groups, and they are used today to foster empathy with consumer recipients while business decisions are being made.