Eris Strategy

Eris Strategy was hired by ING Australia to provide a scalable customer experience monitor for their diverse and evolving product lineup. The goal was to gain insight into customers' experiences and how it influenced their overall impression of banking with ING. Eris Strategy developed a system that runs weekly across 15 different product and service areas, providing live reports, monthly reporting, and automated customised reports to the relevant teams. They also implemented an automated 'red flag' reporting system for customers who needed follow-up contact from ING. The project was led by Seán, the Managing Director of Eris Strategy.

In another project, Eris Strategy was contracted by an international manufacturer of air-conditioning and ducted-gas heating systems. The goal was to determine the reasons for buying different solutions and brands in their category and to better position their brands to convert consumers into customers. Eris Strategy conducted research to uncover decision-making criteria, brand positioning, and communication strategies. They delivered recommendations on what positioning to take, claims to use, and how to optimize their communication based on the market insights. Seán, the lead consultant and Managing Director, was the main point of contact throughout the project.

Eris Strategy also worked with a non-profit organization offering education, care for children, children's therapies, and family support programs. From 2016 to 2021, they undertook many market research projects providing extensive insight into the organization's customers and stakeholders. The projects were led through the organization's marketing and customer experience team, with Seán overseeing the research.