Customer Experience Journey Mapping Big data has been the big rage for a while now. Long enough for companies to recognize its limitations. Namely, reams of detailed quantitative data may tell us about the past, but only go so far in predicting the future. While it may suggest trends, it doesn't delve deeply into the motivations behind behavior, which can reveal opportunities, which gets back to why people spend money for research in the first place.... |
Voice of Customer Are Those Customers Saying the Right Things? In this age of hyper-intrusive, instantaneous analytics, companies seem to continuously demonstrate how important it is to understand their customers. Unfortunately, even with technological augmentation, that's not as simple as a proposition as one might think.... |
Max-Diff Analysis Measuring what drives consumer behavior, or which attributes are most important when making a purchase decision, is a very common research objective. Maximum Difference Analysis (Max-Diff) is a powerful tool that Saurage Research utilizes to understand what attributes in an offering are most important.... |
Measuring Brand Equity To Build A Strong Brand A brand is much more than a company’s name, its logo, a slogan, or its products. A brand is the culmination of a series of interactions that customers, or potential customers, have with the brand through a wide variety of touch points. The quality of the experiences at each of the touch points determines the overall equity of the brand.... |
Measuring and Managing Customer Loyalty The customer experience begins when a customer realizes that he or she has an unfulfilled need. When a need is realized, customers access information through a series of touch points, such as industry experts, articles and white papers, and references from past users. It is through these interactions that a potential customer chooses to continue a relationship with a brand or to seek a relationship with other brands in the competitive set. The decision to move forward with a relationship is base... |
SMARTPROP™CVA SMARTProp Customer Value Analysis (CVA) techniques uncover the non-price characteristics that customers value most. The results of this analysis enable our clients to better understand the attributes that are most likely to influence purchase decisions and grow revenues.... |
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