Customer Experience & Opinions (CEO)
The customer is always right
Customers don't always tell you what they want - or what they don't want. If you aren't meeting the needs of your customers and responding to their concerns, you risk losing them. The top reason why customers leave is because they think you don't care about them.
Do you know why some people aren't your customers, or why they stopped being your customers? You may be able to guess at what you could be doing, or what your competitors are doing, but you take the chance of being wrong and missing opportunities for more sales.
Customer Experience research and Market Research can answer these questions. We can tell you what services you should add, how your customers want to engage with you, what the optimal price to charge is, and identify gaps in service or problems in your processes.
A feedback system for your current customers – triggered by a transaction, scheduled, or ad hoc.
Actionable feedback to give you tangible things to improve service.
We will facilitate in-depth conversations with customers and non-customers, as a focus group or personal interview, to uncover deep reasons for behavior and attitudes, explore complex concepts, and generate new ideas.
Qualitative research can be either in-person, online, or a mix of both.
This is a broad study of markets and populations to understand potential, general trends and demand, and explore strategic advantages.
You will receive data and insights to help make informed decisions about marketing, product development, and competitive intelligence.