Customer Intelligence |
It can be 10 times more costly to win a new client than to retain an existing one. Current clients buy more, fret less about price, need less marketing, and provide referral business. Around 80% of everything you need to know to grow your business is located in the minds of lost customers.
Our Customer Intelligence sub-practice, led by Ian McKechnie, provides a range of services focused on helping our clients firstly really understand their own clients – and then helping them develop strategies to be more effective. Areas we cover include;
- Client Satisfaction & Retention
- Market Opportunity Studies
- Client Audit & Profiling
- Segmentation & Positioning
- Brand Awareness & Perception
How we work
We gather and measure factors critical to your success, through in-depth discussions with current, lost and prospective clients. We interview senior individuals globally. Many will be more honest and willing to reveal vital perceptions and anecdotes about your firm to a neutral 3rd party.
Outputs
We report back to you with detailed call reports, measurements, charts, conclusions and recommendations. This covers product, performance, people, processes, philosophy, competition, brand and culture. Our findings can significantly improve client retention, positioning, market focus and branding.
Methodology
We use a mixture of proven industry-leading questioning and analysis approaches, plus our own techniques to gather and measure deeper data – examples of approaches include;
- Critical Incident Techniques
- Structured Questionnaires
- “66 Adjectives”
- Random Pictures
- 17 Factor Client Switching Model
- Recall and Recognition
- Recommend & Re-subscribe
- RADIANT Loyalty & Awareness Scale
