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In today's competitive environment, customers are more demanding, and the customer relationship becomes more intense care and consultative. In addition, products are interchangeable, and a competitive advantage can often only be achieved through a differentiation in services.
In short, the customer relationship is becoming increasingly important.
SKOPOS customer research takes a holistic approach to analyze and optimize all aspects of the customer relationship and the customer life cycle. Therefore, not market research methods, but a problem-solution oriented counseling approach rank first.
We not only answer your questions, but support you to explicitly ask the right questions:
- Who are my customers? We identify the relevant customer segments of the overall market and help you to identify and address precisely the target group, which shows a high interest in your products or services.
- How satisfied are my customers? In times of saturated markets and strong competition, satisfied customers are one of the most important success factors for your company. SKOPOS determines the status quo and identifies the drivers for customer satisfaction.
- How good is my customer service? Using mystery studies, we reveal the strengths and weaknesses of your service quality. Thereby, mystery research involves all relevant stakeholders in the evaluation process.
- How can we make our customers loyal? With SKOPOS Defection Management individual customers become more tangible and individually approachable. This way you can avoid stray losses in (direct) marketing campaigns and directly attend to customers who are prone to leave.
SKOPOS is available for advice and support during the entire consulting project and supports you with the optimum implementation of the results, e.g. through joint implementation workshops.
Range of methods
The method spectrum used by SKOPOS is very broad and specifically tailored to the existing problem. Possible approaches are:
Target group research
Customer satisfaction surveys
Mystery studies
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