Successful companies are customer-driven, placing customers at the center of their decision-making process and focusing on strategies that deliver a consistently positive experience at every touch point. 

Customer feedback is an integral component of customer centricity, as is an understanding of how the customer experience works with internal and market factors to impact your bottom line.  

Gathering high quality customer feedback and transforming it into business understanding is Market Strategies International’s specialty. Our services include:

Relationship Research
Transaction and Touch Point Research
Tracking and Feedback Management Services
Linkage and Integrative Research Services

Relationship Research

For more than 20 years, Market Strategies International has partnered with clients to help them make data- and industry-driven strategic management decisions.   We developed our MSImpact Modeling® methodology to help clients understand and leverage their total customer experience.  Our customer relationship experts help you look across the total relationship with customers to:

• Develop a blueprint of  the total customer experience and understand how well your business model meets customer expectations
• Understand the interrelated drivers of satisfaction, value, brand, commitment, advocacy, loyalty, and consumer purchase
• Identify scenarios for performance improvement and the relative ROI of competing strategies
• Link customer evaluations of the company’s performance with internal operational and financial metrics to provide a complete analysis of effectiveness of current business processes and practices
• Deploy and take action on customer feedback throughout your organization
• Tie customer feedback to goals and compensation

Transaction and Touch Point Research

Transaction research provides a focused, deep dive understanding of a specific customer touch point, transaction, event, or product within the total customer experience. Results provide tactical feedback that assists in managing product-specific, day-to-day or event-focused customer needs.  

Market Strategies International provides a range of transaction and touch point services, such as:

• Contact experience surveys and modeling, including call center assessments, representative assessments and problem resolution studies that link directly to the contact metrics collected by the organization
• Product and bundle satisfaction, loyalty, and future purchase intent
• Event experience, such as storm impact in the utilities industry, conference impact for pharmaceuticals, and media events in all industries
• Influencer and decision process studies
• Self-service and product usability assessments

Tracking and Feedback Management Services

At both the relationship and transaction level of research, being responsive to customer needs requires continuous monitoring of your performance and the market. Market Strategies International helps clients stay nimble through on-going tracking surveys and feedback deployment tools, and related services such as:

• Continuous tracking and market monitoring services that keep your finger on the pulse of your performance and your competition
• Information deployment and action management portals that empower your organization to act on customer feedback
• Integrated Research Center (IRC) solutions for large-scale tracking efforts that offer efficiencies, cost savings, and a dedicated staff
• Tracking alignment services that look across all of your tracking programs to create a standard measurement and analytic process that allows you to compare performance and generate strategies across categories

Linkage and Integrative Research Services

Organizations gather data and information daily from a variety of sources, including their customers, their employees and internal processes, their accounting and financial systems, and their markets.   How does one make sense of it all?  

Market Strategies International provides integrative research services that dig through all the data, find the converging evidence, and paint a holistic picture of what drives your business.  The result is stronger performance management feedback and increased confidence in strategic decisions.  

In the customer satisfaction and loyalty space, we apply both qualitative and data mining methods to help you better understand a variety of issues, such as:

• Looking across all of the research we did last year, what are the consistent themes and insights? 
• How can we better design our research platform to allow for linkage among different studies and sources of information?
• What is the relationship between customer attitudes, transactions, and churn? 
• What are the key drivers of propensity to churn and which customers are at risk?
• What is the time lag between the initiation of process improvements and improved customer feedback?
• How long does it take for a price increase or negative market event to impact customer satisfaction and loyalty? What is the intensity of the impact, and how long does it last?
• How strongly are customer satisfaction and similar outcomes related to financial success?