顧客中心主義市場調査

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:

スピード
信頼
シンプルさ
安全
信頼性

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

ヘルスケア業界

多くの患者は、自分たちを手頃な価格で最高のケアを求める顧客だと考えています。彼らこそがヘルスケア業界を牽引する存在です。しかし、この分野で顧客中心主義はなかなか実現されていません。多くの業界関係者は、顧客を第一に考えることにまだ追いつこうとしています。顧客中心のサービスの提供に注力しているのは、病院の管理者や医師のほんの一部です。患者はより選択的になっているにもかかわらず、この顧客中心主義の欠如は明らかです。患者は、ヘルスケアでお金を使う場所を選択する力を持っています。

金融サービス業界

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 定性市場調査 can inspire better services and products for customers.

摩擦のないビジネス 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.

通信業界

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.

公益事業業界

デジタル革命は公益事業業界に混乱をもたらしています。この業界の企業は、エンドユーザーの期待に応えるという新たな課題に直面しています。顧客体験が進化するにつれ、顧客を引き付ける新しい方法を見つけることが難しくなっています。顧客は、ソーシャルメディアなどの新しいデジタルタッチポイントを自由に利用できます。顧客は、ブランドとやり取りする前にブランドに関する情報を収集できるようになりました。顧客の期待は変化しているため、顧客を満足させることは難しくなっています。また、顧客の忠誠心を維持することも困難です。これらの企業がシームレスな顧客体験を提供することは困難です。その理由のいくつかを以下に示します。

複雑なインフラ
断片化されたプロセス
ビジネスの俊敏性の欠如
顧客サービス機能が断片化されている。

保険業界

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.