أبحاث السوق التي تركز على العملاء

Market Research helps companies to become more customer-centric.

Research is crucial for companies that interact with customers. It provides companies with customer data and makes it easier to understand preferences and buying behavior. Companies can also identify opportunities to attract and keep customers.  Key ways to boost customer centricity include:

• سرعة
• يثق
• بساطة
• حماية
• مصداقية

Some industries have traditionally been less customer-centric. Research helps these industries become more customer-centric:

قطاع الرعاية الصحية

يعتبر العديد من المرضى أنفسهم عملاء يبحثون عن أفضل رعاية بأسعار معقولة. إنهم هم الذين يقودون صناعة الرعاية الصحية. ومع ذلك، ظل التركيز على العملاء في هذا القطاع بعيد المنال. لا يزال العديد من اللاعبين في الصناعة يحاولون اللحاق بوضع العميل في المقام الأول. يركز عدد قليل فقط من مديري المستشفيات والأطباء على تقديم الخدمات التي تركز على العملاء. وهذا النقص في التركيز على العملاء واضح، على الرغم من أن المرضى أصبحوا أكثر انتقائية. لديهم القدرة على اختيار المكان الذي ينفقون فيه أموالهم على الرعاية الصحية.

صناعة الخدمات المالية

The financial services industry is a state-of-the-art sector. However, it has poor scores in customer centricity. The industry has had a push for digital transformation. However, financial services companies tend to have rigid cultures. This rigidity makes it difficult to achieve high customer satisfaction levels. Most financial services companies struggle with generating and translating customer insights. Quantitative and أبحاث السوق النوعية can inspire better services and products for customers.

أعمال خالية من الاحتكاك is a rising trend in Finance.  The idea is to reduce the barriers for customers to use products and services.  Still, companies in this industry can benefit from delivering more customer centric experiences. 

صناعة الاتصالات

The telecoms industry struggles the most with customer centricity. It includes cable TV, wireless, and telephone, and satellite companies. Most companies in the industry are not set-up to become customer-centric. They operate on a yearly budgeting process with a well-defined top-down system. It leaves little to no room for bottom-up feedback. Besides, their customers compare products and services online before choosing a company. With such dynamics, telecom companies face a real challenge. Research helps the Telecommunications industry to become more responsive and attuned to customer needs.

صناعة المرافق

الثورة الرقمية تعطل صناعة المرافق. تواجه الشركات في هذه الصناعة تحديات جديدة في تلبية توقعات المستخدم النهائي. مع تطور تجارب العملاء، يصبح من الصعب العثور على طرق جديدة لإشراكهم. أصبح لدى العملاء نقاط اتصال رقمية جديدة، بما في ذلك وسائل التواصل الاجتماعي، تحت تصرفهم. يمكنهم الآن جمع معلومات حول العلامات التجارية قبل التفاعل معها. نظرًا لتغير توقعات العملاء، يصبح من الصعب إرضائهم. ومن الصعب أيضًا الحفاظ على ولائهم. من الصعب على هذه الشركات تقديم تجربة سلسة للعملاء. هنا بعض الأسباب لماذا:

• البنية التحتية المعقدة
• العمليات المجزأة
• الافتقار إلى مرونة الأعمال
• قدرات خدمة العملاء مفككة.

قطاع التأمين

The insurance industry has faced several changes over the years. These changes have necessitated customer-centric services. However, the traditional organizational structure of these companies gets in the way. They depend on independent insurance agents or third-party brokers. The lack of direct customer contact makes it difficult to achieve customer centricity. Still, these companies are seeking to shift to a more customer-centric model. However, they need to overcome challenges such as rising consumerism. They also need to conquer their obsession with the use of technology and high rates of talent churn. These companies need to change their capability to compete. They have to deliver services consistent with customer expectations.

حول أبحاث السوق التي تركز على العملاء

Customer Centricity aims to provide a positive customer experience throughout an interaction. It involves putting the customer first and their needs at the core of the business. However, companies in some sectors find it difficult to achieve customer centricity. These sectors include healthcare, financial services, telecommunications, utilities, and insurance industries. Their challenges may be due to the dynamics of their industries. The solution is market research, which will open avenues. It will also expose these companies to new ways of doing business.

We conduct Qualitative, Quantitative, and Strategy Research.  Key solutions include:

• مجموعات التركيز
• مقابلات العملاء
• الدراسات الاستقصائية
• الخلق المشترك
• المنزل والمكتب والمتجر الاثنوغرافيا