Key Driver Analysis

The Net Promoter Score (NPS) is a standard method for organizations to receive feedback from its customers and other constituents. This survey, typically administered online, collects two critical pieces of insight for a company. 

First, an overall sentiment score with a scale of 0-10.
Second, and sometimes overlooked and undervalued, is the qualitative feedback received from respondents answering why they provided the NPS score they did.

Together, the NPS score and qualitative feedback are a simple and effective technique for companies to better understand the impact its value proposition and brand experience is having on its customers.  If you do only one customer feedback study, the Net Promoter Score is “the one”.

Over time, the face of your customer can fade away and be replaced by a customer ID, invoice or some other proxy that represents a customer. As a customer-focused business, you need to maintain that human connection, treat customers on a personal level and care about them on an emotional level. Customer Personas enable you to bridge the gap between the customer ID and a human connection to your customer.

What does your target (best) customer look like, how do they live, work, play and most importantly, why do they use your product or service to better their lives.? This knowledge creates the optimal Customer Persona that enables a company to treat and care for its customers on a human level and create enduring customer relationships.

How are your customers feeling right now about your brand, product or the entire customer experience? Customer-focused companies can readily answer these questions to shape their strategy, marketing and sales.

Performing a regular Customer Pulse survey will keep your business interests aligned with your customers’ interests. Discover your customers’ intentions on where they plan on shopping, what they intend to buy and their general attitudes towards the economy.

This insight will prepare your company to best serve its customers now and in the future.

What is the competitive health of your brand? 

Get a detailed understanding of how your brand is performing in its market by identifying who your primary competitors are, what category buyers consider as their preferred brands and the performance gap between your brand and other competitive brands.  

This type of study delivers strategic actionable insight and enables you to monitor the health of your brand for long-term success.

Over time, the customer experience (CX) of your brand should improve and deliver more loyal, returning customers. So, how do you tell if your brand’s CX is improving?

Cohort Analysis is designed to benchmark and measure your brand’s CX over time.

Use Cohort Analysis to ensure that your CX is delivering a more satisfied, loyal customer that is willing to choose your brand again and again.

Not all customers are equal. Typically, a small proportion deliver a disproportionate amount of your revenue, profit and value. But how do you identify these “best” customers from your average customer, or even your poor customers?

Pareto Analysis enables you to rank your customers and classify them so that you can treat them relative to the value they are delivering.

Use Pareto Analysis to segment your customers based on their value to your brand and then develop a treatment for each of these segments that will maximize their profit.

Discover who your customers are and why they buy from you.

Plan a regular and ongoing stream of insight into where your customers are shopping as well as where they intend to shop shortly (60 day window = 30 days back and 30 days forward), their attitudes towards the economy and their sentiment about their financial situation.