Business Issues Expertise

Customer Strategies

In today's increasingly competitive global economy, customer satisfaction is no longer enough to ensure success. Instead, you need to focus on customer advocacy, doing what is best for the customer to earn more trust, sustain better relationships, create positive word-of-mouth, reduce marketing costs, increase the value of your brand and achieve profit and growth. For some organizations, this is particularly challenging due to economic conditions, fragmented markets and multiple channels of interaction.

Opinion Research Corporation's Customer Strategies practice offers a comprehensive approach to identifying, attracting, retaining, segmenting, up-selling and cross-selling customers. The ultimate goal is to align marketing and prospecting with product and service delivery to maximize value, bottom-line contributions and competitive differentiation. This requires a thorough understanding of the broader market as well as the established customer base.

Our service offerings are designed to address both strategic and tactical business objectives with actionable results.

Issues we can help you with include:

• Segmentation by customer and/or market
• Call center performance
• Competitive comparisons
• Customer satisfaction measurement
• Service quality assessments
• Customer service strategies
• Assessing effectiveness of customer/prospect interactions through various channels (phone, web, mail, etc.)
• Lost customer assessments

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