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Beyond custom research services, XBRG offers a line of proven research systems.
The concepts may be standardized,
but the results are targeted to your individual marketing needs. By taking advantage of XBRG's
systematized approaches, you get the best of both worlds: realizing cost and time efficiencies
without sacrificing quality of output.
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XBRG's premiere research systems include:
Customer Experience Measurement and Tracking Systems
Monitron Brand Image Tracking TM
Horizon Prophecy Polls TM
Concourse Prospect Dialogs TM
MAPS Brand Charting TM
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Customer Experience Measurement and Tracking Systems |
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In today's world, customer satisfaction surveys need to do more than just report
one-dimensional statistics. In today's world, research needs to be able to capture practical
and actionable information on the multi-dimensional customer experience.
| The Impact: |
Studies have shown that overall satisfaction is a function of customer expectations
minus supplier performance on various attributes. By managing performance ratings
on these drivers of satisfaction, organizations can increase satisfaction among their
customers. Increasing overall satisfaction leads to greater repurchase intentions as
well as actual repurchase. And, given that it is typically less costly to retain existing
customers than it is to find new customers, organizations with higher customer satisfaction
and retention can conceivably expect higher profits.
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| The Challenge: |
It is important to realize, however, that performance above expectation in some
attributes may not have much, if any, impact on customer satisfaction. Paradoxically,
performance below expectations on these same attributes may have a devastating impact.
In other attributes, this pattern may be reversed. Therefore, it is extremely important
to understand these specific dynamics ... and to structure a research instrument that
makes these dynamics clear and actionable. Additionally, company image, customer
expectations, perceived quality, and perceived value have been identified as common
determinants of customer satisfaction. But, these criteria are not equal either in
importance to the customer or in execution and delivery by your company. An opportunity
exists to examine drivers by segment, to determine the relative weights of the criteria
being measured, to compare and contrast from previous year's analyses, and to structure
the survey in order to balance the value of the research with the inputs put forth by the
customer.
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| The Solution: |
XBRG's Customer Experience Measurement and Tracking Systems rise to the challenge by
capturing critical data and translating it into rich and actionable information.
Further, our systems use sophisticated data management techniques to (1) personalize
the survey experience for your customers and (2) create a dynamic "alert and act"
system so that the measurement system itself contributes to a positive customer
experience.
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A wide range of analyses may be incorporated into your customized system. By adding
and measuring importance ratings, for example, quadrant analysis may be conducted.
Such an analysis can provide insight into customer satisfaction dynamics, including
identifying those factors that have the greatest positive and negative impact. Insight
such as this can provide you with the ability to prioritize areas to be targeted for
improvement.
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Additionally, building upon the analysis done to determine key drivers of your
customers' satisfaction, a segmentation analysis could reveal unique variances from
one customer group to another. Groups may be defined attitudinally, based upon the
factors affecting their own satisfaction, profitability, or demographics.
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Click here for CEM&T Systems Fact Sheet
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Monitron Brand Image Tracking TM |
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Wouldn't it be valuable to know to what extent external stimuli, such as advertising
and competitive actions, impact brand awareness? With Monitron you get the answers you need.
Fact: Customer images of a company are likely to act as predispositions in the
consideration of that company's products and services.
Fact: Employee images of a company are likely to act as predispositions to
motivations, efforts, and loyalty.
Fact: Public images of a company are likely to act as predispositions in
consideration of the company as an investment or as an employer.
Given the importance of company communications, communications decisions to optimize a
company's image should be identified and guided based on relevant input and feedback.
Monitron provides the input and feedback required.
Monitron uses dedicated, on-line audience panels to measure responses to communications
stimuli, to gauge the variance between intended messages and received messages, and to
provide a fast and efficient feedback loop for the communications process.
For more information about Monitron, contact Barbara von Bergman at (310) 333-2456
or barbara.von.bergman@usa.xerox.com.
Click here for Monitron Fact Sheet
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Horizon Prophecy Polls TM |
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Changing markets are moving targets. Marketing that succeeds today, may fail
tomorrow. Marketers require information about the changes that are likely to occur
in their markets. Horizon provides that information in a systematic fashion.
Horizon is a three-piece research tool used to identify trends, assess
the relevance of the trends identified, and project their prevalence or importance:
1. Authorities are interviewed periodically to identify trends;
2. Influencers are surveyed to assess trend relevancy;
3. Indicators are tracked to project trend prevalence.
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Concourse Prospect Dialogs TM |
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Open an exchange with your own panel of experts: Start a Concourse Prospect Dialog.
New product development and marketing plans can be driven more by imagination than
information, resulting in more demand among product developers than among intended
prospects. Concourse was designed to guide the product development cycle with a
systematic three-step process: (1) reconvening group interview sessions with
Advisory Councils are conducted to generate new product and marketing ideas;
(2) interactive questionnaires are administered among representative prospect survey
panels to validate the ideas generated; and (3) a prospect base is established to
track intended reactions.
XBRG has a variety of panels already in place, available for immediate and economical
use. Or, we can design, set up, and manage a specialized panel for your dedicated use.
Concourse Prospect DialogsTM
Online Survey Panels
Click here for Concourse Fact Sheet
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MAPS Brand Charting TM |
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A good picture is worth a thousand words. Introducing MAPS Brand Charting.
If the value of a brand is unknown, the brand may become more of a liability
than an asset ... especially if the competition does know. With MAPS
Brand Charting customized correspondence analyses are applied to chart associations
between brands, attributes, and products. Vector analyses are used to indicate
desirable directions and required distances and specialized periodic surveys are
used to track the brand's progress toward selected destinations.
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For more information, contact us at (310) 333-2128 or info@xbrg.com.
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