以客户为中心的市场研究

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:

• 速度
• 相信
• 简单
• 安全
• 可靠性

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

医疗健康行业

许多患者认为自己是寻求以可承受的价格获得最佳护理的客户。他们是推动医疗保健行业发展的动力。然而，该行业仍然缺乏以客户为中心的理念。许多行业参与者仍在努力追赶以客户为先的理念。只有少数医院管理人员和医生专注于提供以客户为中心的服务。尽管患者越来越挑剔，但这种以客户为中心的理念的缺乏仍然显而易见。他们有权选择在哪里花钱进行医疗保健。

金融服务业

金融服务业是一个最先进的行业。然而，它在客户中心方面的得分很低。该行业一直在推动数字化转型。然而，金融服务公司往往具有僵化的文化。这种僵化使得很难实现较高的客户满意度。大多数金融服务公司都在努力生成和转化客户洞察。定量和定性市场研究可以激发为客户提供更好的服务和产品。

无摩擦业务 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. 

电信行业

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.

公用事业行业

数字革命正在颠覆公用事业行业。该行业的公司在满足最终用户期望方面面临新的挑战。随着客户体验的发展，找到吸引客户的新方法变得越来越困难。客户可以使用新的数字接触点，包括社交媒体。他们现在可以在与品牌互动之前收集有关品牌的信息。由于客户的期望正在发生变化，取悦他们变得困难。也很难保持他们的忠诚度。这些公司很难提供无缝的客户体验。以下是一些原因：

• 复杂的基础设施
• 流程分散
• 缺乏业务敏捷性
• 客户服务能力脱节。

保险业

多年来，保险行业经历了多次变革。这些变革使得以客户为中心的服务成为必需。然而，这些公司的传统组织结构却阻碍了这一变革。他们依赖独立保险代理人或第三方经纪人。缺乏直接的客户联系使得以客户为中心的服务难以实现。尽管如此，这些公司仍在寻求转向更加以客户为中心的模式。然而，他们需要克服诸如消费主义兴起等挑战。他们还需要克服对技术使用的痴迷和高人才流失率。这些公司需要改变自己的竞争能力。他们必须提供符合客户期望的服务。

关于客户中心市场研究

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:

• 焦点小组
• 客户访谈
• 调查
• 共同创造
• 家庭、办公室和商店民族志