Customer Loyalty and Brand Equity
Customer satisfaction and loyalty
- Multi-wave Customer Satisfaction Measurement tracking programs
- Multi-level analysis, from broad factors to the specific attributes that define them
- Factor importance modeling to enable resource allocation
Customer attrition/defection
- In-depth attrition driver review
- Quali/quant exploration of the “churn story”
- Attrition/satisfaction contrast
Brand equity and image
- Qualitative and quantitative exploration and evaluation of key brand health and image elements (e.g., brand awareness, usage, knowledge, opinion and imagery)
- Competitor analyses to discover sources of brand equity and threats
- Brand claim validation for advertising
