Your largest competitor is losing customers.

You need to know exactly why. That gap is your market.

Not generally. Specifically. What broke, who owned it, what should have happened, and what your operation needs to build to win those customers before someone else does.

This brief is built from inside the failure, not from above it. That is the difference between intelligence you can act on and a report you file away.

As a mid-sized company, you use this when:

Your competitor is losing customers and you want to capture them.
Their complaint patterns are recurring. You want to build what they won't.
Their escalations go nowhere. That dead end is your opening.
Their customers are saying one thing. Their process is delivering something else. That gap is yours.

See How It Works ➝

THE PROBLEM

Large companies win customers on name recognition. People choose them because they are familiar, their parents know them, or their employer uses them.

They lose those customers when the process fails. When the customer becomes a case number. When three departments give three different answers and nothing gets put in writing. When the institution's process runs perfectly for the institution and the customer absorbs every cost.

That is when familiar becomes untrustworthy.

And that is the moment a mid-sized company has an opening that money cannot buy. You can know their name, understand their situation, and build a process that actually serves them instead of protecting itself.

You already know your largest competitors have customer trust problems. What you do not have is a documented, specific, decision-ready map of exactly where those failures are occurring, what they are costing those customers, and what you need to do differently to win them.

The large company knows its logo. You can know your customer. That is what this brief builds for you.

THE METHOD

To win the customers your largest competitor is losing, you need to know exactly why they are leaving. Not generally. Specifically. What broke, who owned it, what should have happened, and what your operation needs to build to become the better choice.

Every brief maps that chain completely. Nothing is inferred. Every element is explicitly identified and traced directly to a documented event.

The intelligence in each brief is sourced from inside the process. That means real consumer experiences documented at the transaction level, not aggregated from complaint filings or inferred from public data. The sourcing method depends on the engagement. The analytical standard does not change.

Trigger: The specific moment the customer's trust broke. Anchored to a real interaction, not a general complaint pattern.

Process Owner: The department, role, or system that held responsibility at each point. Ownership tied to function, not assumption. This is where your competitor's design shows its cracks.

Required Action: What each process owner was supposed to do. Stated as clear, verifiable actions. This is the standard your competitor failed to meet.

Execution Reality: What actually happened. Documented actions, not interpretations. This is the gap your competitor created.

Accountability Gaps: Where ownership disappeared and required actions were not taken. This is where your competitor lost the customer and does not know it yet.

Customer Risk: Where the breakdown created churn, legal exposure, reputational damage, or regulatory attention. What that customer is now carrying and why they are looking for someone better.

Competitive Translation: What your operation needs to have in place to win that customer. Specific. Actionable. Ready for your leadership team to act on immediately.

THE OFFER

Option 1: Institutional Customer Friction Brief
$5,000 flat fee. One-time deliverable.

Built from documented consumer experiences and known failure patterns inside your competitor's process. One competitor failure, fully mapped through the complete analytical framework. Delivered as a structured, decision-ready PDF your leadership team can act on immediately.

Additional briefs targeting other competitor failure patterns or ongoing competitive monitoring can be structured separately.

Option 2: Ethnographic Brief
$7,500 to $10,000 flat fee. One-time deliverable.

The competitor's actual customer process, entered and documented from the inside as a real customer with real stakes. What you receive is not a summary of what others reported. It is primary source documentation of what happened inside the process. Every failure point, every handoff, every escalation dead end, documented at the transaction level. Pricing depends on process complexity and access requirements.

Option 3: Custom Sourced Brief
$10,000 flat fee. One-time deliverable.

You specify the competitor and the failure pattern. Primary source consumers are sourced, recruited, and guided through structured documentation of the process. The brief is built from custom primary intelligence, not general complaint data. Scoped at engagement start.

Option 4: Monthly Retainer
$7,500 per month. Capped scope. Defined deliverables agreed at engagement start.

Ongoing competitive intelligence, process drift detection, new policy review, escalation pattern analysis, and ethnographic passes as needed. The full range of brief options, available on an ongoing basis. An outside analytical eye that never goes stale.

Request a Brief

WHAT'S NEXT

The sample brief is real. It documents an actual process failure at one of the largest banks in the United States. It maps exactly where the failure happened, who owned each step, where ownership disappeared, and what a mid-sized institution needs to build to win those customers.

This is not a description of the methodology. It is the methodology, applied and delivered.

If that is the level of intelligence your team needs, start here.

𝘕𝘰 𝘧𝘰𝘳𝘮. 𝘕𝘰 𝘨𝘢𝘵𝘦. 𝘛𝘩𝘦 𝘣𝘳𝘪𝘦𝘧 𝘪𝘴 𝘵𝘩𝘦 𝘱𝘳𝘰𝘰𝘧.

View Sample Brief

Built for mid-sized companies ready to win customers their larger competitors are losing.