At EchoCX we have the expertise and tools to help you use customer data to make better decisions. Here are some of the questions we have helped clients answer.

Customer Satisfaction and Loyalty (NPS)

In a retail environment where many brands offer similar prices, quality, and products, customer experience is more important than ever. Creating an easy and enjoyable experience for customers is critical. Do you know how well you are satisfying customers and delivering the kind of experience that not only brings them back but causes them to recommend your brand to others in person and through social media? Understanding what is important to customers and how well you are delivering it helps you deliver a consistently positive experience. A consistently positive experience turns customers into vocal brand advocates rather than vocal critics. 

Brand Health and Brand Engagement

Brand health and engagement research helps you understand how engaged your customers are with your brand versus competitors. A strong identity and accumulated brand equity can help generate positive word of mouth for your brand and help guard against customer defections following a poor experience. Your most loyal customers have an emotional connection with your brand. We can help you understand that connection and use your insights to help ensure that your customers keep choosing your brand over competitors. 

Brand Positioning

Brand positioning research helps you understand how consumers view your brand compared to competitors. Do customers see your brand as distinct or similar to competitors? How can your brand stand out in a crowded marketplace? Brand positioning research identifies how you can change the conversation about your brand through unique messaging that differentiates you from competitors.

Concept and Product Testing

To stay competitive brands need to continuously innovate. Loyal customers want excellent products and services but they also want novelty and variety. Concept and product testing helps identify what product and service extensions make sense for your brand.  This research also helps you understand what features and benefits you need to emphasize to make new products and services successful. Effective concept and product testing also tells you how likely new offerings are to increase sales, rather than just cannibalize existing sales.

Customer Segmentation and Personas

Increasingly, brands are expected to understand the needs of distinct customers and interact with them accordingly. Customer segmentation can help identify customers with similar needs and similar purchase journeys with your brand. Determining a customer's worth to your business (their customer lifetime value or CLV) helps you prioritize services and product offers. Understanding the different needs of customers and how they interact with your brand helps you target the right messages to the right customers at the right time. Treating customers differently based on their needs, preferences, and value can help you maximize revenues and customer loyalty.