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For Customer Experience Professionals

Case Study: Etsy Invests In Customer Understanding To Steer Growth

June 21, 2016


  • By Allegra Burnette,
  • Kelly Price
  • with John Dalton,
  • Kara Hartig

Why Read This Report

Customer understanding is the bedrock of great customer experience (CX). However, many firms struggle to build customer research programs that produce the aligned and actionable insights to drive meaningful change. To help CX pros bridge this gap, this case study explores Etsy's approach to building a cross-functional collaborative research function that keeps the company focused on its customers as it grows.

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Table of Contents

  • Challenge: Etsy Experiences Growing Pains
  • Solution: Steer The Course With Improved Customer Understanding
  • Result: Etsy's Research Investment Pays Off Handsomely
  • Recommendations

  • Prepare To Maximize Research's Long-Term Benefits
  • Supplemental Material
  • Related Research Documents

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