Our Practice Focuses on a Variety of Needs to Help
Improve your Business Results.
The Solution to Various Business Challenges
Obtaining honest, insightful customer feedback through Strategex Voice of the Customer will help you to better understand several facets of your business.
Voice of the Customer (VOC)
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We've seen businesses obtain powerful insights through VOC (Voice of the Customer) research. That's why we've extended our core VOC principles and practices — applying them to suppliers and employees. Ascertain your suppliers' perspectives with VOS research, or your employees' with VOE research.
Voice of the Supplier (VOS)
Benchmarking Customer Loyalty:
Identifying Critical Improvements
Customer satisfaction surveys can be needlessly complicated. The Strategex approach takes care of that.
Our approach uses the Net Promoter Score (NPS) and Value Driver Assessments to uncover what makes your customer loyal and then measure your company’s performance along those parameters. We will probe to identify what issues are most important to address from the customer’s perspective, and we will grade your performance.
We know the right kinds of questions to ask in order to gauge customer satisfaction and loyalty. By targeting primary customer concerns that affect sales and customer relations, we’re able to benchmark where you stand now, and how you can retain and recruit customers who will actively advocate for you going forward. We also use a number of complementary metrics to draw comparisons to your competition and assess partnership expectations.
Uncovering the Need for New Products AND Services
Are you considering a new line of products or a next generation release of a current product? Discover the market’s reaction to your ideas. Is there demand for your ideas or are they just pipedreams concocted on a white board?
Strategex will interview prospective customers in your marketplace to gauge their reaction to your ideas. Not only will we confirm the market’s interest, but we are able to estimate the size of your market. Moreover, we can probe to better understand detailed wants and requirements of the product or service you are proposing.
We can conduct “ideation” research at the concept stage or “validation” research to refine your plans for the offering. We can even probe on pricing to understand what customers are willing to pay for the idea under consideration.
Evaluating Brand Perception and Awareness
How does the market perceive your brand? How aware are they of your brand? A good marketing plan starts with answering these questions.
Strategex conducts research to assess the strength of your brand vs. others out in the marketplace. We seek to understand how well you’re known and what you’re known for. We want to know just how your image is perceived by the market. Is yours a positive image or a negative one? What about it draws people in or pushes them away? And how can we use this knowledge to better your business?
Oftentimes, Strategex will conduct branding studies at the start of a marketing initiative to benchmark how well you’re known and what you’re known for. Our research typically details the areas that need immediate attention to strengthen your brand’s perception.
How do you compare against your competitors?
First, we seek to understand the key factors that impact your customers’ buying decisions. Then, we grade you against the competition along those factors to benchmark your performance.
We’ve developed a proprietary tool called the “Competitive Performance Index” (CPI) which measures and scores your business on your relative strength in the marketplace.
We’ve found that measuring satisfaction and loyalty is not enough. Just because you’re satisfied with a company’s performance doesn’t mean you’re going to buy from them again. Rather, the CPI says which supplier you prefer to buy from and why — a vital insight that predicts who will gain more business in the future.
Performing Win-Loss Analysis
Winning new business is everything. But, if you’re a business that often goes after new opportunities and you don’t understand why you’re winning, or more importantly, why you’re losing, you’re not likely to improve in the future.
A successful Win-Loss Analysis will not only help improve your close rate, but will also increase your competitive advantage. Do you know how your competitors position themselves? Are you really perceived as forward thinking? Are your prices competitive or are they an obstacle? Does your message really resonate in the marketplace? We will help you to gather key, actionable competitive intelligence, and identify trends in your target markets and how they affect purchasing decisions.
We will explore your pricing strategy and measure its effectiveness. We will help to strengthen your message in the marketplace. A successful Win-Loss Analysis will measurably improve your close rate and increase your share in the market.
But, if you don’t ask…
Do Your Suppliers Feel Great About Working with You?
Successful companies realize they can’t do it alone. They need a good network of suppliers to partner with to succeed at their initiatives.
The question, however, is how committed are your suppliers to helping you succeed? On a more basic level, how easy are you to work with? Are you fair with them? Do you encourage them and motivate them to want to work with you?
Strategex conducts supplier surveys answering these very questions. We conduct these interviews with the highest degree of confidentiality, encouraging them to freely speak their minds. Our probing goes beyond asking about your performance. We seek insights into who does it better. We ask what we can learn from others. We explore how to better your business.