The Loyalty Research Center Difference

We believe our process, from beginning to end, sets the Loyalty Research Center apart. We don't offer cookie-cutter, one-size-fits-all solutions. Instead, our process is tailored to each of our clients; and that means the results are more effective. Here are a few differences that set us apart from the competition:

Traditional market research is often a one time project designed to answer a single question and have a localized solution i.e. a one time, one issue solution that affects a product, a department, a geographic area etc. A customer loyalty measurement program is different - it is a journey that garners information with implications for an entire organization, potentially affecting many departments, processes, managers, and customers. There is need for buy-in throughout the organization, especially at the executive level. For that reason, the Loyalty Research Center always recommends inclusion of senior management from the very beginning of program planning, often in the form of one-on-one interviews with our own senior level representatives.

Because the Loyalty Research Center does not offer off-the-shelf research programs, qualitative approaches become very critical to the process. Using a variety of techniques, our trained moderators are able to draw out important information in open-ended forums about customers, operations, business challenges, decision-making and processes from company managers, employees and a few select customers. This allows for the necessary program customization. It is not until this phase is accomplished that the quantitative questionnaire is designed.

With statisticians, research methodologists and an economist on-board, the Loyalty Research Center has access to the full spectrum of sophisticated analysis techniques required for digging deep into information obtained from clients' customers. This phase of the process sometimes has an open-ended date, due to the fact that only the information itself can determine the course of some of the analysis. One finding may lead to another investigation, which leads to another finding. Our researchers take the time needed to investigate all avenues. Tying perceptual feedback to CRM systems' data can prove highly beneficial as companies strive to identify ideal customer interaction scenarios, conduct customer valuation, and calculate the ROI of change initiatives.

We offer consulting services to support clients in their efforts to maximize and leverage customer feedback. Our measurement programs are designed with usage and actionability. If you never take action on the findings, nothing ever changes. We work directly with management and employee groups to help them interpret and apply customer information to day-to-day operations.

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