Discover the power of Customer Experience transformation on your business, your employees and your customer’s loyalty.
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Explore our Capabilities
Customer research & insights is the foundation of every solid customer experience strategy and we have decades of experience in every research approach, specializing in “real-time, in-the-moment” methods and insights that reveal customers true behavior and preferences, no matter the channel they prefer to use. Find out how customer research can accelerate your customer experience efforts and results.
Qualitative Customer Research
Qualitative research provides rapid and cost-effective insights across a wide variety of channels and customer touchpoint to guide improvement efforts. Whether you are looking for online focus groups, shopper intercepts, in-aisle image and video capture, eye-tracking insights, biometric data to measure customer anxiety or online journey tracking, we deliver insights quickly and on a global scale.
Persona development is critical for user experience design and marketing campaign targeting. We have decades of experience in developing personas based on qualitative research, so the insights are grounded in reality and have measurable impacts on campaign results that generate a strong ROI. B2B persona linkage to decision-journey activities allows targeted messaging and content proven to improve win-loss rates. Persona quant research identifies the revenue lift from targeting high-priority segments.
Voice of Customer Insights
We have developed, launched, reported and optimized VoC programs for dozens of companies across a variety of industries. From VoC collection design, to survey development/deployment, identifying customer loyalty improvement opportunities, measuring competitive strengths and weaknesses, clarifying competitive differentiators and driving improvements – we help you deliver a complete “Voice-of-the-Customer” picture and an integrated set of improvement recommendations.
Customer Journey mapping is a powerful tool for integrating the collective insights of customer research, organization knowledge and creating an end-to-end view of the customer experience that no other research method can provide. Journey maps are an engaging way to onboard new employees, align customer-facing teams and use as a blueprint for product offerings, support policies and digital solutions. Call us to take a peek at our library of journey maps to see for yourself.
Digital experience design and delivery has never been more important than today and we capture the current experience so the on-brand experience can be deigned and measured for improved business results. Online customer interviews, screen capture and passive tracking provides the balance of quantitative information and qualitative insights needed for a killer digital experience.
Employee alignment to your customer vision is mission-critical – but far too few customer experience transformation efforts use it as an important component. We adapt Customer journey research approaches for Employee journey mapping that deliver insights quickly and resonate with the employees when it is time to implement.
NPS / eNPS Measurement
Measuring and improving customer and employee loyalty is essential to a creating a customer-centric company and delivering breakthrough business results. Our expertise in measuring NPS and monetizing improvements that deliver clear and measurable increases in revenue, profits, customer retention and loyalty is recognized as unique in the industry. Find out how to accelerate your growth.