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Industry
Experience Club
Industry
Destination
Marketing
Education
Financial Services
Foods and Nutrition
Healthcare
Hispanic
Studies
Information
Technology
Manufacturing
Pharmaceuticals
Restaurant
& Food Services
Retailing
Telecommunications
Utilities
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Telecommunications
As an industry in transition, where the technology changes almost daily,
the ability to attract and retain customers is critical to
survival. Gauging what customers want and are willing to pay for
becomes the focus of most marketing research in this area. Now
that utilities and local governments have the ability to provide
competitive offerings for broadband services, and local and
long-distance carriers are one in the same again, the range of potential
competitors has expanded greatly.
Customer Satisfaction
The key measures of customer satisfaction is the customer's willingness
to continue to pay monthly service fees and recommend the service to
others. In CTI customer studies, we strive to measure ways to
improve the customer experience. At every point of customer
contact we have attributes of satisfaction to measure and compare,
including service reliability, features, responsiveness and quality of
support staff and services, quality of devices, accommodating special
requests, and perceived value.
Using telephone interviews, focus groups and CTI methods, we collect the
information and analyze the findings to suggest ways to improve the
likelihood that customers will renew agreements, adopt new products or
services, and maintain their vendor relationships.
Market Studies
New product introductions or new service features have a limited window
of opportunity before competitive products appear. The ability to
gauge the market and grab market share is often the single most
important activity to ensure a successful launch.
With conjoint analysis we help clients determine which services are
likely to have the greatest attraction with selected customer subsets or
the population in general. In ethnographic groups, we help
determine which items are likely to have the greatest following, and at
what price they can be offered and not cannibalize the sales of primary
items or basic services.
Partial List of Clients
AT&T
BellSouth
MCI
NextiraOne
SBC
Sterling Commerce
Uptown Services
Verizon
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