research

point of view

insight, strategy, proof

It used to be that information was hard to come by. Not any more! There’s more information available on customers and from customers than ever before, but the challenge is in distilling that information effectively to help guide business decisions.

There are so many things to know: Are you targeting the right people with the right product mix at the right prices? Are you living up to your brand promises? Do you know what your customers think and value about you? If you really understand your customers, you can make the decisions that help you reach and connect with them.

We use the right methods, ask the right questions and do the right analysis to get the answers you need. We can give you insight into how to optimize your product/service offerings, know what influences your customers’ choices, their thoughts on the experiences they have with your brand, how loyal they feel and why they act as they do. We can also use the same tools to better understand your employees and partners. That gives you the knowledge to develop strategies that work and proof to understand exactly what’s going on with the people who impact your success.

services

choice

• market structure/assessment
• brand awareness/perceptions
• product/service decisions
• pricing/bundling
• product/portfolio development/optimization
• pricing strategy
• advertising and promotions
• channel strategy
• segment targeting
  

experience

• customer/employee/partner satisfaction
• product/service quality
• problem resolution
• process improvement tactics
• communications and PR
• service quality training

loyalty

• attitudinal loyalty
• behavioural loyalty
• switching/lost customer
• loyalty program development
• switching prevention and re-acquisition strategy
• branding strategy