Transforming CX by Understanding the Consumer Needs Gap for Facial Skin Care


To develop an exciting new product portfolio for our client we assessed brand-level awareness, consideration and usage, as well as consumer benefits, needs, jobs and outcomes that would drive consumption of new innovative products for facial care.

We provided understanding on how opportunities for our client’s existing brands could be optimized and what potential future innovations in facial skin care would be valued by consumers in different segments of the market.

Our competitive analysis identified the extent to which these need gaps exist across all market offerings, as well as highlighted areas where our client is currently performing strongly.

Finally, we demonstrated how the innovation and positioning of the brand’s portfolio could win these need-gaps, and identified a step-by-step launch strategy in new markets.

Insights  & success stories from our team

How a Global Insurance Company focused on Customer Lifetime Value and Maximized Portfolio Profitability: Part 1
Patient-Centricity is Here!
Rebirth of a Brand: How to stand out in a crowded, mature, and slow growing market
Customer Segmentation Does Not Work- What is Wrong With It?
Caution! Competitor Wargaming Can Be Hazardous!
Creating an Embarrassment of Riches: OSG’s Approach to Innovation Using Jobs and Outcomes
How OSG Is Driving a Retailer’s Customer Experience Transformation
Being Relevant in Franchising