Customer Research Tools

Customer Experience
The Customer Experience (CE) influences brand perception more than sales and marketing programs.
The CE is defined as a measure of all the different experiences and touch-points a customer must complete to do business with your organization. The CE is an actual “earned” measure in the mind of the customer based upon the organization’s demonstrated behaviors and actions. The CE differs from the marketing/advertising message, as the marketing/advertising messages are developed to influence perceptions. The CE is a measure of the actual experience.

ACEL Research
In the customer decision chain there are four bottlenecks; Awareness, Consideration, Experience and Loyalty. Essentially you need to identify the bottlenecks that are preventing more customers from doing business with you. We then align sales and marketing programs to overcome these barriers.

High Value Customers
Not all customers are the same. A critical mistake many organizations make is not targeting their sales and marketing programs to attract and manage High Value Customers (HVC). We perform research to help organizations profile and identify their High Value Customers. The objective is to help you understand what you need to do to sell, manage, retain and grow
this type of customer.

Customer Loyalty Management
CLM is the management of customer migration rather than customer defection. Basically it is the analysis of why customers purchase from a given company and the factors that affect purchase frequency. We evaluate the six defined segments that are used to classify observed patterns of purchase loyalty and migration.