Long before they commit to purchase, customers are bombarded with traditional and new media, reinforced by peers, shaped by values, molded by habit, converted by great interactions or soured by bad ones.
Consumers and businesses alike are navigating a new economic reality, a rapidly changing market landscape, and an ever-increasing complexity of choice.
Business decision-makers are also influenced by everything from management theories to conference speakers to purchasing requirements.
Identify, understand, and manage the influences that determine your success
At CMI, we apply our global marketing and research expertise to trace your customers’ paths to purchase and identify their touch points and triggers. We immerse you in their world – so you understand the choices they make and why.
As a result, you can better identify opportunities, optimize your marketing strategy and manage your customer experience.
Go beyond research-as-usual with immersive and integrated approaches
Our creative approaches are tailored to your industry, business model and unique marketing issue. Special areas of focus include:
| BUSINESS NEED | CMI SOLUTION |
|---|---|
| Achieve competitive advantage | Immersive research – Uncover emerging needs, identify opportunities |
| Influence customer decisions | Proprietary segmentation approach – Incorporate decision process and critical influence points |
| Create differentiated positioning | Simulated conversations/qualitative approaches – Develop personal, emotional customer connection |
| Prioritize resources | Decision Pathway ModelingTM – Identify customer pathways to your brand, quantify their value |
| Strengthen customer relationships | Customer experience programs – Measure the right things, assess improvement efforts |
| Create organizational focus and change | Web Insights NavigatorTM – Share information organization-wide, align on what matters |
| Improve customer on-boarding | On-Boarding Experience Assessment – Evaluate from your customer’s point of view, uncover improvement opportunities |
Deep understanding. Relevant insights. Effective strategies.
We’re passionate about translating insights into impact. Our recommendations focus on what matters most to your business. As a result, you understand not only what customers do, but how they feel about their actions, their choices, and their influencers, and when they are most likely to form judgments that will lead to purchase and other desired behaviors.
We provide those insights in the most useful forms for you and internal stakeholders, whether they be top line summaries, detailed reports, presentations or multi-media stakeholder infusion and activation sessions. Depending on the project or program, we provide simulators that help you anticipate changes and refine your efforts. For example, simulators we’ve developed have helped our clients:
- Measure return on investment
- Gauge the impact of performance improvements on customer experience ratings
- Determine how changes in resource levels or marketplace developments affect brand choice
To support our Customer Experience work, we deliver customer information via CMI’s Web Insights Navigator™ (WIN). WIN offers clients secure, enterprise-wide access to your survey data and verbatim customer comments.
At CMI, the most important path is the one that leads to your success.
You count on working with smart, curious people. Our account teams are passionate about the profession and it shows in all that we do, from servicing your account to designing relevant research to delivering impactful insights. You can expect a senior researcher to lead your team. Our people make the process enjoyable. Our commitment makes it great.
