Smari's Innovative Customer Research Tools:
Customer Churn Prediction Modeling
A customer database holds endless insights about the future behavior of your customers. By identifying lost customers and behaviors leading up to loss, it is possible to predict customers who may be primed to drop off – but now, steps can be taken against these specific losses.
Databases that include transactional information, demographical, and behavior characteristics are a goldmine for insights. Database segmentation can help identify customer identities and how best to market to each customer. Paired with primary research, we can profile customers based on behaviors and attitudes to optimize strategic messaging decisions.
Key Drivers of Satisfaction
Ideally, every single customer is 100% satisfied at every step of the customer experience. When that may not be the case, we can research the reasons behind loyalty and dissatisfaction. This process uses statistical techniques to identify the key variable that truly impacts satisfaction and loyalty, which is vital to the customer relationship.
Consumer insights with quick turnaround are always a plus, but now you can access customer feedback on brands, products, or experiences in real time as feedback is provided. Observe satisfaction as customers are evaluating their experience through a client dashboard and take quick action.
Open-ended responses offer insights from customers in their own words. Even when responses are varied and in-depth, SMARI is able to analyze them in aggregate using text analytics to determine trends, themes, and unique perspectives.
Is your customer having a consistent experience on their path to purchase? Evaluating each small instance of customer contact, all of which add up to a customer episode, is vital to ensure high customer satisfaction and an effective brand message.
Continuous Loop Feedback
A bad experience can be an opportunity to grow a relationship and enhance loyalty. Our system allows passes dissatisfied customer “alerts” directly to clients so that the problem can be resolved and relationship salvaged.
Customer Satisfaction Tracking
Tracking data provides insights monitored and compared over time. Tracking customer satisfaction, behaviors, and trends guarantees that your brand is ready to face a dynamic marketplace.
Customer Journey Mapping
This method of research focuses on each phase the customer takes to reach your brand or competitive brands, including mobile use, social media, and other new methods of engagement. Make sure you capture every moment in this journey and understand how your brand figures into your customers’ lives and buying decisions.