Click on a company name or scroll down the page to see more details about its specialisation in this area:
| Specialists | Have Expertise | ||
|
BMRB Center Partners BPRI (for B2B markets) IMRB Millward Brown Henley Centre Headlight Vision |
Lightspeed Research Research International Everystone (for financial services) |
| BMRB |
Stakeholder Solutions is the specialist unit in BMRB for servicing client needs in the vital business area of measuring and managing business relationships to improve business performance.
| Center Partners |
Center Partners has answered hundreds of millions of calls and emails on behalf of our Fortune 500 clients. As such, we have become experts in customer experience. This expertise includes contact center design and build, customer care outsourcing, customer contact scripting and automation, post-contact surveying, and IVR programming.
Additionally, we have developed and implemented customer loyalty and satisfaction programs that include Premier Customer Care, Customer Save Desk, Customer Welcome Center, customer migration and contract renewal plans, upsell and cross-sell programs, and many others that focus on increasing customer tenure and customer lifetime value.
We understand all elements of the customer lifecycle, and partner with our clients to build customer experience programs that enhance revenue while delighting customers.
| BPRI (for B2B markets) |
In an increasingly competitive and sophisticated market place, companies need to retain and develop their customer base. They also need to ensure that the service they provide meets different target audience needs, reflects their brand values and image and is delivered to the customer in a way that conforms to internal and external procedures. BPRI focuses on all elements of the customer experience.
Approach
We take a holistic and integrated approach to customer service insight. We speak to customers about their needs, loyalties, and priorities, using statistical methods where feasible, to outline key determinants for clients to act on. We use observation and interviewing techniques to investigate decision making and buyer behaviour. For objective insight into the actual delivery of the customer experience, we design mystery shopping programmes.
Our bespoke work covers both consumer and business customers in the UK and globally. Often programmes are complex in design, scope and content. We tend to use a combination of qualitative and quantitative methods, to elicit different levels of feedback at different points in time, with the findings drawn together from the various sources.
Within B2B circles we are trusted by our clients to speak with their most strategic customers, often delivering detailed case study analysis on the relationship, and working with account teams to more effectively focus their delivery.
| IMRB |
Customers are becoming more demanding, more discerning and less predictable. Building and sustaining customer loyalty is harder and requires a planned process.
Customers have a huge choice of brands and a wide variety of outlets to chose from, be it a mall, company outlet or neighbourhood grocery shop. The drivers for purchasing from each of these outlets may be very different - it could be either the experience, range of products, service, convenience or a combination of these. Understanding drivers to loyalty requires insight into customers' minds and expectations from their shopping experience.
IMRB can help your organisation get this insight through a variety of techniques, including qualitative, quantitative, observations and mystery shopping in India and its neighbouring countries.
Our aim is to measure the strength of the relationship that the customer has with your brand, whilst setting in place a performance management system that helps you achieve increased customer loyalty. IMRB has developed the Performance management Framework (PmF) to constantly measure, monitor and enhance service quality. The elements of this Framework include:
- Customer Feedback
- Employee Commitment Assessment
- Mystery shopping
- Productivity Mapping
- Action planning
- Location research
- Shopping habits/Pattern research
- Pricing and expenditure surveys
- Reactions to store refurbishments/improvements
- Corporate communications research
| Millward Brown |
Millward Brown offers a wide range of analytic approaches which enable clients to better understand customer experience, satisfaction and loyalty. Our portfolio includes:
- Brand driver models and scenario simulation capabilities
- Conjoint brand positioning analysis
- Discrete choice design and analysis
- Path modelling of advertising expenditure, awareness, consideration, image, and sales
- Customer experience driver analysis
- Segmentation based on needs, behaviour, value and responsiveness
- Tailored Brand Experience Tracking which monitors consumer perceptions and reactions to the brand at all the points of contact, be they service, product, advertising, etc.
| Henley Centre Headlight Vision |
Customer satisfaction and retention work lets you understand the critical factors that make a customer ask themselves "should I stay or should I go?". It also helps you understand which customers you should work hardest to satisfy and retain.
Why you would want to do it
Customer satisfaction and dissatisfaction has a direct impact on your profitability; customer defection or "churn" is a threat to your business. If you are losing customers, you need to understand the reasons why. This enables you to develop strategies to put things right, or to improve existing strategies.
Conventional analysis of customer satisfaction data often fails to get to the root cause of problems. More sophisticated techniques are often required.
What we deliver
We will give you a clear model of what's driving customer dissatisfaction, with a clear set of evidence-based recommendations. These will be supported by a data review, statistical models, a planning tool for internal use, if required, and recommendations on which performance measures should be tracked.
For a more definitive explanation please go to "Keeping Your Customers"
| Lightspeed Research |
Loyal customers = greater long-term profitability for your business. How can you measure their ongoing level of satisfaction and associated experience to both increase their loyalty and stop them from defecting to your competitors? Using online measurement, Lightspeed Research is able to offer ongoing measurement that is both cost effective and gives rapid, actionable results.
| Research International |
Managing customer relationships is about more than giving good service. It's about using customer insight to drive change, exceed expectations, build healthy businesses and create competitive advantage. Research International helps you to build the knowledge that underpins any true customer strategy. Building this knowledge is central, not just to predicting customer behaviour, but to planning investment and monitoring the success of every initiative. Relatively minor but well targeted improvements can make all the difference.
The key to success in customer relationships is to ensure that knowledge creates change. Having successfully managed major programmes for many different kinds of organisations all over the world, we have a unique, practical perspective on what works and what does not. We have expertise in ensuring the research gets properly embedded within the client company, so that managers and staff know exactly how to apply the results and are motivated to make the changes required.
| Everystone (for financial services) |
By understanding how your customers experience and respond to your organisation, according to criteria relevant to your business, you will be able to develop strategies and communications that have more resonance with their needs and motivations:
- Propositions become more compelling
- Communications are more effectively planned and delivered
- Offers become more effective
- Customers are more satisfied
- Loyalty and advocacy are strengthened
- Profitability is enhanced
The creation of a better customer experience through a revised customer journey has, at its core, the potential for greater value from each customer. Achieving this has, for many clients, typically required an orientation of the business around the customer and a practical process-redesign to allow for implementation.
These companies also have relevant experience:
Added Value Group
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