Wiley Publishing

The Client

Wiley publishing is a global leader in research and education. From a print shop in New York City to a global and digital presence, they’ve spent more than 200 years developing and fuelling the world’s knowledge ecosystem. Today, their high-impact content, platforms, and services help researchers, learners, institutions, and corporations achieve their goals in an ever-changing world.

The Challenge

Wiley is redefining its business model – moving away from a traditional subscription-based model towards one that provides Open Access. As such, these are new and challenging times for Wiley as they transition from one model to the other. To ensure service excellence during the transition Wiley wanted to better understand what customers needed in order to get the most ROI out of their Wiley purchase/product and to understand how effective their current onboarding process was into these new agreements and how it might be improved.

The Approach

Strativity conducted virtual exploratory research across 25 countries with more than 80 Librarians and Administrators to understand attitudes, motivations, needs and preferences, pain points, behaviours and perceptions, and improvement ideas around the Wiley product, marketing and onboarding experience.

The Results

Wiley now has a far deeper understanding of customer needs, motivations and decision making with a range of improvement opportunities to enhance and improve the experience they provide to customers during this challenging transitional period.

“I’ve gotten so much positive feedback from my Wiley colleagues about the project, the final report, the quality of the insights and the professionalism of the Strativity team. I very much hope to be able to repeat this project again in 6-12 months and will absolutely reach out to you when we’re ready.”

Julia Ballard,
Director of Customer Marketing