CUSTOMER SATISFACTION MARKET RESEARCH
Retaining profitable customers for profit
Keeping profitable customers loyal can provide massive benefits for companies.
More profitable customer relationships
Higher lifetime customer value
Higher brand equity
More resilience to competitive maneuvers
Yet, keeping customers loyal in a highly competitive market is challenging. Companies must understand value, create value, communicate value and grow value. The companies that profit most provide exactly what customers value.
Leveraging several levels of intelligence and our global resources for complete market insights, SIS helps companies understand what benefits & costs to offer to customers and what actions to implement for more loyal customers.
Uncovering What Customers Value: Voice of the Customer
At the basic level, customers buy items that solve end-goals, outcomes and needs. Customers evaluate whether benefits offset perceived costs and risks. SIS goes ‘beneath the surface’ to uncover said and unsaid customer needs.
Our Voice of the Customer research focuses foremost on the outcomes that customers desire from our clients’ product offerings. These outcomes are often understated, and our expert researchers probe beneath the surface to find hidden motivations and expectations in the customers’ mind. This market research approach further delves into the behaviors that customers perform to achieve these outcomes. From a management perspective, this research helps clients understand how and whether customers perceive value in their offerings.
SIS Customer Value Analysis
Our Customer Value Analysis analyzes the customer’s choice among competing offers. Because we live in a rapidly changing world with rapid shifts in global, regional, and local markets, we uniquely practice an integrated “full view” approach to customer satisfaction research and tracking. Only SIS has the expertise, global resources and integrated research to provide complete market insights about customers and the market place. From a management perspective, Customer Value Analysis allows companies to:
Provide and quantify value
Provide in-depth market positioning analysis
Compete against competitors