Customer behavioural research
Customer loyalty
Research is conducted to determine the level and range of customer loyalty, as well as the most significant issues that increase customer commitment. An action plan for strengthening current customer loyalty and attracting new customers is compiled.
Purchasing behaviour of customers
Research is conducted to determine what factors and motives influence customers' purchasing decisions - both positive and negative. A plan is drawn up for development actions.
Future trends and service requirements
Thorough research is conducted to determine customers' purchasing behaviour along with the objective and subjective factors influencing it. The general trends in future purchasing behaviour and requirements for customer services are determined. Competitors are also considered in the research.
Customers' experiences of the corporation or brand
Touch Points™ is in-depth research on customer experiences created in various customer touch points (customer services, point of sales, communications, product, etc.). The intensity of both positive and negative experiences are analysed along with their influence on decision making. The results are used to identify areas requiring improvement and to compile effective action plans.