The pharmaceutical company was facing competition from generic alternatives. They asked an organization to investigate how customers decide which brand to purchase at the store. Researchers accompanied customers on shopping trips and interviewed them to understand their behaviors. They also conducted a web-based study and mystery shopping to analyze store clerks' actions. The findings revealed many of the company's assumptions about shoppers and clerks were inaccurate. This provided insights to optimize marketing and merchandising strategies using data to guide investment decisions.