The generally accepted fact is that 80% of your profits come from 20% of your customer base. Your existing customers provide the easiest and most profitable marketplace for your products and services. They entail minimal customer acquisition costs, and your current clients are the most likely source of future high-profit sales. Your company's success depends on identifying and retaining your most profitable customers, cultivating repeat business with every purchaser and growing customer spending.

Applications
Results

Applications
We believe that customer satisfaction research should be about creating a devoted customer base who become word-of-mouth ambassadors for your brand. Whether you sell to consumers or businesses, we can help you in:

• Measuring product awareness, trial and use
• Identifying customer likes and dislikes
• Uncovering opportunities, expectations and unmet needs
• Profiling likely purchasers and heavy users
• Cultivating customers in your database with profiles similar to heavy users
• Modeling the primary drivers of customer satisfaction
• Identifying key deficiencies in product quality or customer service that most often turn customers away
• Evaluating the likely impact of pricing, product and service changes on purchase behavior
• Testing your customer loyalty program
• Tracking ongoing performance

Results
The better you know your customers, the greater your ability to respond to their needs. A detailed knowledge of how to serve your customers best will help you:

• Prioritize products and services
• Lower customer acquisition costs
• Uncover latent problems before they become critical
• Increase business within your existing customer base
• Build revenue, profit margins and market share