Customer Insights

Expectations from consumers, employees, investors and other stakeholders have increased exponentially thanks to accessibility of information, availability of multiple choices and willingness to experiment. Therefore, it has become imperative for businesses to offer a unique, distinct brand experience to its stakeholders, especially customers and employees to retain long term relationships.

Providing a ‘brand’ or ‘customer-centric’ experience that is meaningful over time and across relationships will set companies apart from their competition and even allow for loyalty through the most challenging times.

However, it’s important to know what type of experience the stakeholder is seeking before it can be provided. There needs to be a constant and consistent mechanism that identifies gaps and requirements, makes adjustments, implements new ideas / programs and tracks progress that allows to:

  • Create Customer Delight
  • Manage Expectations
  • Avoid Loss of Desired Customers
  • Strengthen Relationships
  • Leverage relationships for long-term growth

Building a great Customer Experience is a dedicated, long-term, on-going activity, that will provide many benefits including enhanced, stronger relationships with stakeholders, improved customer loyalty, good word-of-mouth, reduction in customer churn & employee attrition and also create a competitive advantage which leads to better revenues & sales.

SquareCircle Tech can assist your firm through the entire Customer Experience cycle:

  1. Identify problems / issues through assessment / measurements studies
  2. Give practical insights and setting out short-term and long-term action points
  3. Help implement those action points internally and / or externally and
  4. Finally monitor the process to ensure that the customer / stakeholder experience has indeed improved.

SquareCircle Tech’s extensive experience in the B2B research & consulting space in the last 29 years, coupled with a host of interventions ranging from experience measurement, organizational internal diagnostics, coaching and advisory services will certainly improve your customer experiences and end business outcomes.

Assessing health of relationship and identifying key drivers of customer experience through capturing stated expectations, business priorities, benchmarking vis-à-vis competition and opinions across touch points. Business outcome oriented approach as opposed to mere assessment of satisfaction levels:

  • Customer Engagement Studies
  • Channel Partner Engagement Studies
  • Supplier / Vendor Engagement
  • Transactional Survey Set-up

Understand drivers for customer satisfaction, identify action points, prioritize immediate tactical actions and roll out initiatives in a timely manner. Also, develop and foster strong long-term relationship with strategic customers by understanding their needs and evaluating performance as per “Best in class” practices across 7 dimensions.

  • Customer Satisfaction Improvement Program (CSIP)
  • Account Readiness Diagnostic
  • Account Health Assessment
  • Customer Centricity Assessment
  • Key Account Management

In-depth intervention to identify stakeholders involved, document AS-IS customer interactions in order to identify customer stated & unstated needs, usage & buying behaviours and touch-points which drive customer delight.

Map people concerns and relevant initiatives to increase employee morale, loyalty and productivity to deepen employee engagement, lower attrition and meet business goals.

  • Employee Engagement Studies
  • 3600 Degree Assessment
  • Internal Partner Satisfaction Studies
  • Employee Image Perception

Discover if your marketing and communication messages are being heard and understood by your consumers. Track how existing and prospective customers perceive your brand vis-à-vis competition. Identify those attributes which impacts your brand’s image as well as enablers to drive positive brand affinity.

  • 360 Degree Brand Assessment Studies (across Stakeholders)
  • Brand Perception / Positioning Studies

SquareCircle Tech also carries out customized research namely; Needs & Expectation Study, Customer Behavior, Lost & Potential Customer Analysis, Investor Perception Studies, Concept / Product Tests, Adhoc Studies, etc.

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