A Multi-Year Global Engagement

How a manufacturer used customer insights to gain $5B in revenue.

A packaging manufacturer transformed from commodity supplier to strategic partner and innovation leader.

Background

A manufacturer of polyethylene terephthalate (PET) packaging faced a reputation crisis with its most important customers. Despite delivering quality products reliably, the company was stuck in a commodity supplier status.

They risked losing pricing power, missing growth opportunities, and faced constant competitive threats.

Strategex implemented a comprehensive customer insights program designed to track progress and guide strategic transformation over multiple years.

Voice of the Customer

Strategex's global customer research program evaluated Net Promoter Score, customer satisfaction, competitive rank, and more. We analysed the scores and feedback by audience, segment, and regions.

The research conducted in year one revealed the underlying issues contributing to their poor performance.

  • Poor reputation with top accounts
  • Net Promoter Score of only 9
  • Viewed as "good quality/reliable deliveries...nothing more"
  • Excluded from consideration for new projects
  • No differentiation in a competitive market
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Net Promoter Score tracking and analysis

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In-depth customer relationship assessments (C-SAT)

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Competitive positioning

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Customer Effort Score

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Wallet share and repurchase intent analysis

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Price for Value Analysis

Impact and Improvement

Improved Customer Experience, Transformative Growth

Based on our customer research insights and strategic guidance, our client implemented a comprehensive transformation program. Using our finsings, the team deployed new key account teams, upgraded talent, and made a major investment in R&D. Our multi-year tracking revealed dramatic improvements across all key metrics.

Not only did they improve their Net Promoter Score, but their Customer Experience improvements transformed their financial performance:

• Market Leadership: Became the leading producer of PET bottles for major beverage companies
• New Business Success: By the fourth year, they were able to win 85% of new business contracts
• Revenue Growth: Annual revenue grew from $7.5 B to $12.2 B with share gains at the top five key accounts
• Financial Impact: Not only did they achieve top-line growth, they also achieved record EBITDA improvement

CUSTOMER INSIGHTS/CUSTOMER EXPERIENCE

Strategex CI/CX programs focus on growing profit, not just revenue.

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Strategex specializes in B2B and focuses on your top accounts—the ones that drive most of your revenue. Our insights are not just statistically valid—they’re strategically vital. We build upon insights across the B2B customer journey to turn top customers into evangelists.

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