2014 DIRECTORY OF CUSTOMER STRATEGY RESOURCE PROVIDERS

Transcription

1 2014 DIRECTORY OF CUSTOMER STRATEGY RESOURCE PROVIDERS The 2014 DIRECTORY OF CUSTOMER STRATEGY RESOURCE PROVIDERS Customer Satisfaction Loyalty CRM Engagement, etc. Customer satisfaction, loyalty or engagement can mean the difference between success and failure for a product or company. A comprehensive customer strategy can provide the blueprint, and set the metrics that quantify an important dynamic that predicts profitability and future performance. This AMA directory can help you find firms that can deliver reliable and representable services and products to help guide your customer strategy. AN ADVERTISING SUPPLEMENT TO THE SEPTEMBER 2014 ISSUE OF MARKETING NEWS. COPYRIGHT 2014 BY THE AMERICAN MARKETING ASSOCIATION. ALL RIGHTS RESERVED. 46 MARKETING NEWS SEPTEMBER 2014

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3 2014directory CUSTOMER STRATEGY SPECIALITY INDEX TO THE DIRECTORY OF Customer Strategy Resource Providers FULL SERVICE MARKETING RESEARCH FIRMS B2B International Burke, Inc. Creative Consumer Research Convergys Analytics Solutions Decision Analyst Gongos, Inc. M/A/R/C Research Mindspot Research Radius Global Market Research SIS International Research ANALYTICS M/A/R/C Research BENCHMARKING BRAND LOYALTY SATISFACTION SIS International Research BRAND RESEARCH SIS International Research BUSINESS-TO-BUSINESS CUSTOMER SATISFACTION STUDIES Customer Lifecycle, LLC Mindspot Research CEM CUSTOMER EXPERIENCE MANAGEMENT CONSULTATIVE ASTANCE IN DEPLOYMENT Customer Lifecycle, LLC CONSUMER RESEARCH Decision Analyst CUSTOMER ENGAGEMENT Customer Lifecycle, LLC Burke, Inc. CUSTOMER LOYALTY Customer Lifecycle, LLC RTi SIS International Research CUSTOMER SATISFACTION Customer Lifecycle, LLC Decision Analyst Mindspot Research RTi CUSTOMER SATISFACTION OR SERVICE INDEXES Convergys Analytics Solutions CUSTOMER SERVICE/ CALL CENTERS CUSTOMER STRATEGY Gongos, Inc. DATA COLLECTION QUANTITATIVE DATA MANAGEMENT/ DATA PROCENG DIGITAL TRACKING EMPLOYEE SATISFACTION STUDIES Mindspot Research FOCUS GROUP FACILITIES Creative Consumer Research FOCUS GROUP ONLINE Mindspot Research INTERNATIONAL/GLOBAL CUSTOMER SATISFACTION RESEARCH B2B International SIS International Research LOST CUSTOMER RESEARCH Customer Lifecycle, LLC MARKETING EFFECTIVENESS MEASUREMENT OF CUSTOMER FEEDBACK OF PERFORMANCE OVER TIME (ON-GOING TRACKING) Convergys Analytics Solutions ONLINE RESEARCH/SURVEYS Decipher Mindspot Research ONLINE SURVEYS SAMPLE QUALITY ASSESSMENT OF VENDORS QUALITATIVE RESEARCH Illuminas QUANTIFIED MEASUREMENT OF EXTERNAL CUSTOMER NEEDS & SATISFACTION QUANTITATIVE RESEARCH Decipher SAMPLE PROVIDER SOCIAL MEDIA MONITORING SOFTWARE FOR MARKET RESEARCH Decipher Illuminas 48 MARKETING NEWS SEPTEMBER 2014

4 CUSTOMER STRATEGY 2014directory B2B International 707 Westchester Avenue, White Plains, NY PHONE: (914) FAX: (914) b2binternational.com WEB: CONTACT: Julia Cupman, Director B ADDITIONAL COMPANY LOCATIONS: Illinois PHONE: (312) chicago@ b2binternational.com WEB: U.K. PHONE: +44 (0) info@ b2binternational.com WEB: China PHONE: +86 (0) beijing@ b2binternational.com WEB: Germany PHONE: +49 (0) duesseldorf@ b2binternational.com WEB: B2B International is a specialist business-tobusiness market research consultancy that provides customized b-to-b market research and intelligence studies on a global scale from its offices in North America, Europe and Asia. Our b-to-b expertise covers all industry sectors from manufacturing to engineering, chemicals to construction throughout the world. As the trusted b-to-b research partner for hundreds of clients, our areas of specialization include: Advertising Research Branding Research Channel & Go-To-Market Research Competitive Intelligence Customer Journey Mapping Customer Satisfaction & Loyalty Research Employee Satisfaction Research Market Sizing & Opportunity Research New Product Development (NPD) Research NPS Tracking Research Pricing Research Segmentation Usage & Attitude (U&A) Research VOC Research. Burke, Inc. 500 West 7th Street Cincinnati, OH PHONE: FAX: (513) info@ burke.com WEB: CONTACT: Diane Surette, Executive Vice President, Head of Client Services Burke capitalizes on its state-of-the-art research execution, advanced analytical techniques, and leading edge technology to provide decision support solutions to companies across all major industry sectors. Burke s reputation derives from expertise in defining problems, developing research designs, executing complex quantitative and qualitative studies, analyzing data, and interpreting results to enable clients to make the most informed decisions possible. Burke has expertise in a broad range of industries, both domestic and international, and across many data collection methods, including online and mobile. All of Burke s core competencies are supported by an active commitment to internal research and development programs. Burke s primary areas of focus include: Brand Assessment Product/Service Development Customer Engagement Employee Engagement Linking Data Sources Market Segmentation Shopper Research Research Education. As further evidence of Burke s outstanding quality in marketing research, Burke has attained ISO certification. Convergys Analytics Solutions 201 East Fourth Street Cincinnati, OH PHONE: (800) FAX: (513) analytics@ convergys.com WEB: CONTACT: Ann Georgesen, Director ADDITIONAL COMPANY LOCATIONS: Makati City, Manila, Philippines Our team of researchers, analysts and consultants applies a sophisticated portfolio of tools and methods to improve the customer experience. By focusing exclusively on three outcomes increasing loyalty, driving revenue, and lowering costs our model is the strategic answer to transforming customer interactions into a competitive advantage. C SEPTEMBER 2014 MARKETING NEWS 49

5 2014directory CUSTOMER STRATEGY NOTE: The advertiser-paid listings in this directory are in alphabetical order by company name. Creative Consumer Research Houston 3945 Greenbriar Dr. Stafford, TX PHONE: (281) FAX: (281) WEB: CONTACT: Patricia Pratt, President Complete field service covering all of Texas. Large conference-style focus group rooms; one-way mirrors; large client viewing spaces. Taste tests, telephone interviewing, executive surveys, mall intercepts, door-to-door interviewing, in store intercepts, mystery shops, store audits. Computer capabilities available. Bilingual interviewing, moderators, translators available. Large rooms for oversized equipment and 100+ respondents. Expert recruiting for low incidence projects. Nationwide recruiting and telephone interviewing capabilities. Customer Lifecycle, LLC 319 N. Weber Rd., #360 Bolingbrook, IL PHONE: (630) customerlifecycle.us WEB: CONTACT: Karin A Ferenz, Principal Customer Lifecycle is a global research based consultancy that works with B2B and B2C companies to get more value and better business results from research through significantly improved coordination, deployment and integration of research findings and customer requirements into the day-to-day management and operations of the organization. We help companies avoid costly mistakes by focusing on thorough front-end planning, appropriate research execution, and in-depth action implementation at the back end. Outcomes are rigorous and balanced customer-focused performance metrics, improved financial results, and a superior total customer experience. With reach to more than 3 million individuals in 160+ countries, we conduct strategic qualitative and quantitative research in multiple localized languages on a worldwide basis. Decipher 7 River Park Place East Suite 110 Fresno, CA PHONE: (559) FAX: (559) info@decipherinc.com WEB: Facebook.com/decipherinc CONTACT: Kristin Luck, President A marketing research services provider, Decipher specializes in online survey programming, sampling, data collection and data reporting. Utilizing proprietary Web-based applications, Decipher integrates state-of-the-art technology with traditional research techniques. Decipher is all about uncovering opportunities in whatever territory is explored with clients. As a true partner, Decipher isn t interested in just D data, but also about what that data represents for each client. The company focuses on technology and research systems that bring data to life, and in doing so, helps reveal how even seemingly small discoveries can yield meaningful insights. Decision Analyst 604 Avenue H East Arlington, TX PHONE: (817) FAX: (817) jthomas@ decisionanalyst.com WEB: CONTACT: Jerry W. Thomas, President and CEO Decision Analyst is a full-service marketing research and analytical consulting firm with a specialty in satisfaction and loyalty programs. Our holistic approach to satisfaction and loyalty integrates the many elements of the customer experience, brand perceptions, positioning and advertising strategy. The goal is to first determine the key drivers ( predictors ) of repeat purchase and profitability and then manage these relationships in a CRM framework. Decision Analyst s has the technology and expertise to design and manage complex customer satisfactions systems, including online Point of Sale Systems. G Gongos, Inc Pontiac Road Auburn Hills, MI PHONE: (248) FAX: (248) impact@ gongos.com WEB: FACEBOOK: gongosresearch CONTACT NAME(S) AND TITLE(S): Camille Nicita, President & CEO 50 MARKETING NEWS SEPTEMBER 2014

6 CUSTOMER STRATEGY 2014directory Christi Walters, Principal, Gongos Research Amy Perifanos, Director, Arti fact Jason Raguso, V.P., O2 Integrated Gongos is a decision intelligence enterprise that supports Global 1000 companies. We offer clients multiple levels of engagement to address their ongoing business challenges through primary research, data integration and insight curation. Gongos combines innovative and foundational approaches to serve clients in the CPG, financial services, health care, lifestyle, retail, and automotive spaces. Gongos Research, the company s primary research division, partners with corporate research and insights teams on initiatives spanning the entire product and marketing life cycle. O2 Integrated, its data sciences consultancy, supports marketing and operations decision-makers by integrating enterprise and research data to shepherd largerscale endeavors. Its newly launched business unit, Arti fact, contextualizes, inspires and socializes information inside organizations. I Illuminas 3801 S. Capital of Texas Hwy, Suite 200 Austin, TX PHONE: (512) FAX: (512) solutions@illuminas.com WEB: CONTACT: Amelia Carry, Director, Marketing & Business Development ADDITIONAL COMPANY LOCATIONS: New York, United Kingdom Illuminas is a full-service, global research consultancy dedicated to helping companies leverage market intelligence to gain leadership positions. Whether you are trying to identify key market trends, solve critical business issues or create leading brand strategies, our team of expert research consultants will recommend the most appropriate combination of quantitative and qualitative research tools to meet your objectives. Some of the biggest and most successful companies in the world come to us because we understand their business needs and we reach beyond the data to tell the story behind the research th Avenue San Diego, CA PHONE: (619) FAX: (619) WEB: crab@luthresearch.com CONTACT: Candice Rab, Senior Vice President, New Products L For more than 35 years, has been advancing next generation consumer intelligence with innovative market research approaches. Powered by our proprietary online research panel and cross-platform digital tracking capabilities, as well as traditional focus group and call center services, our innovative research methods help today s businesses thrive. SEPTEMBER 2014 MARKETING NEWS 51

7 2014directory CUSTOMER STRATEGY NOTE: The advertiser-paid listings in this directory are in alphabetical order by company name. M M/A/R/C Research 7850 N. Belt Line Rd Irving, TX PHONE: MARC (6272) WEB: Merrill.Dubrow@ MARCresearch.com CONTACT: Merrill Dubrow M/A/R/C Research is a full-service custom marketing research firm dedicated to aiding in the creation, evaluation, and strengthening of brands. Since 1965, M/A/R/C has designed and executed qualitative and quantitative research with traditional and online solutions while adhering to a client-service ethic built on dependability and collaboration. Specializing in analyzing consumer and B2B marketing challenges, M/A/R/C strives to help brands improve marketing strategy and brand strength. M/A/R/C Research is headquartered in Dallas, Texas with satellite offices across the U.S. M/A/R/C Research is part of Diversified Agency Services, a division of Omnicom Group Inc. Mindspot Research We Think Fast Grand National Drive Suite 100A Orlando, FL PHONE: (407) info@ mindspotresearch.com WEB: Mindspot Research is a full-service, global strategic marketing research company specializing in online research and rapid insights that work in today s fast-paced market. Mindspot Research s custom MindTrack methodology measures customer satisfaction and loyalty by attributes and business requirements that are important and relevant to YOUR business; helping build customer retention, market share and branding initiatives. MindTrack gathers feedback from customers, discovers strengths, opportunities for your products and services, and provides valuable insights and recommendations. Employee Satisfaction MindTrack studies include a gap analysis and measure differences in employee and customer perceptions. MindTrack Studies Include: Index Net Promoter Score (NPS) Key Performance Indicators (KPIs) Six Sigma Project Identification Quadrant Mapping and Statistical Testing Relative Performance on Attributes Important to Your Customers, Employees and Business Please visit us at to learn more about our services and hear directly from our clients about our track record of providing actionable results and recommendations. 52 MARKETING NEWS SEPTEMBER 2014

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9 2014directory CUSTOMER STRATEGY NOTE: The advertiser-paid listings in this directory are in alphabetical order by company name. Market Research and Consulting Middlebelt Road Farmington Hills, MI PHONE: FAX: WEB: CONTACT: Duncan Lawrence, President Morpace is a full-service, global survey research and consulting organization specializing in qualitative and quantitative research for clients in industries such as automotive, financial services, healthcare, retail and consumer goods, and technology. Through custom research designs, advanced analytics, and visually dynamic reporting, Morpace provides our clients with the industry information and marketing knowledge they need to make smart strategic decisions. Morpace delivers global expertise and innovative, proprietary solutions in three core areas: brand and communications; market and product development; and customer experience management including satisfaction, loyalty and retention. Examples of our innovative solutions include B-Link, SOCO (complexity management solution), Claros Communities, My2Cents, LiveDrive and dashboards. We have expertise in emerging research trends such as mobile research and text analytics. Established in 1941, Morpace is one of the fastest growing marketing research firms globally. We conduct research in over 60 countries and on five continents; and are headquartered in Detroit with offices in Los Angeles, London and Shanghai. R Radius Global Market Research 120 Fifth Avenue New York, NY PHONE: (212) FAX: (212) info@radius-global.com WEB: CONTACT: Chip Lister, Managing Director ADDITIONAL LOCATIONS: New Jersey Pennsylvania Florida Georgia Illinois Texas California Washington Increasing customer engagement requires optimizing brand offerings and developing compelling customer propositions. Radius believes Customer Loyalty is grounded in the principle of building a satisfaction system that accounts for your unique business proposition and competitive environment. We do so through LoyaltyDeveloper with its advanced modeling approaches to help companies reach their specific business goals. This interactive model allows testing of alternative strategies to determine The Directory continues on the following page >>> 54 MARKETING NEWS SEPTEMBER 2014

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11 2014directory CUSTOMER STRATEGY NOTE: The advertiser-paid listings in this directory are in alphabetical order by company name. how to move customers from less to more loyal segments. As strategies are implemented, the Loyalty Spectrum monitors satisfaction shifts over time to measure the success. By arranging customers along a Loyalty Spectrum, Radius can predict a specified business outcome such as enhanced retention or share of wallet. LoyaltyDeveloper enables organizations to differentiate the customers to keep, develop strategies to retain loyalists, and build loyalty among the most vulnerable. 180 N. Wacker Drive Suite 202 Chicago, IL PHONE: FAX: info@ researchusainc.com WEB: CONTACT: Clarence Jackson, President believes client participation is the key to ensuring that the goals of each survey is achieved. We carefully listen to each client s needs and design a survey methodology and instrument which will effectively meet their needs. We are known in the industry for providing high quality confidential research will actionable results. RTi Research 1351 Washington Boulevard Stamford, CT PHONE: (203) FAX: (203) WEB: CONTACT: David Rothstein, CEO RTi is an innovative, global market research company comprised of seasoned research professionals who help turn insight into action. Our clients some of the largest and most respected companies within their industries have counted on RTi for 30+ years to connect the dots, tell the story and help influence decisions. We typically find that clients begin working with us because they seek higher level, more insightful thinking and more attentive service from a research partner that understands what it takes to support their personal success as well as their company s. RTi s Customer Loyalty and Satisfaction Practice specializes in developing multi-phased, dynamic measurement programs that begin with uncovering what constitutes satisfaction or loyalty among your customers and culminates with an ongoing measurement program to ensure a positive return on your investment in customer care. Our Satisfaction Measurement & Modeling program is more than just research it is a comprehensive business process targeted at building customer loyalty. SIS International Research 11 East 22nd Street 2nd Floor New York, NY PHONE: (212) FAX: (212) research@ sisinternational.com WEB: CONTACT: Ruth Stanat, President ADDITIONAL LOCATIONS: ASIA PACIFIC: 333 Huai Hai Zhong Road 12th Floor A06, Shanghai China +(86) EUROPE, MIDDLE EAST & AFRICA: 10 Adam Street The Strand London, WC2N 6AA +(44) GERMANY & EASTERN EUROPE: Friedrichstraße 90 Berlin (49) S The Directory continues on the following page >>> 56 MARKETING NEWS SEPTEMBER 2014

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13 2014directory CUSTOMER STRATEGY SOUTH EAST ASIA: 17 ADB Avenue Ortigas 29th Floor Suite #2928 Pasig City 1600 Manila SIS International Research is a leading full-service market research and market intelligence firm, established in We conduct fieldwork, data collection, recruiting, strategic market intelligence and global growth marketing consulting solutions. Key regional offices include New York, London, Berlin, Shanghai and Manila. SIS provides the recognized expertise, integrated methods and global resources to provide full insight into the entire business landscape customers, competitors, culture, supply chain and global market intelligence Our coverage is global, including nationwide US, Europe, Latin America, Asia, Canada, Africa and the Middle East. We conduct consumer, B2B, healthcare, industrial, automotive, low incidence and strategic research. Key solutions include customer insights, market opportunity research, satisfaction & loyalty, usage & attitude, branding, product testing, Car Clinics, channel intelligence, pricing research, competitive intelligence, emerging markets research, C-Level & key opinion leader research, market entry/ sizing and other solutions. Some of our qualitative and quantitative methods include CATI, focus groups, online research, ethnography, intercepts, car clinics, secondary research and analytics. SIS also provides focus group and testing facilities in key cities worldwide. 6 Research Drive Shelton, CT PHONE: (203) info@ surveysampling.com WEB: CONTACT: Tom Johnson, Senior VP, Sales & Client Services is the premier global provider of sampling, data collection and data analytic solutions for consumer and business-to-business survey research, reaching respondents in 86 countries via Internet, telephone, mobile/ wireless and mixed-access offerings. staff operates from 25 offices in 18 countries, offering CATI, questionnaire design consultation, programming and hosting, online custom reporting and data processing. s 3,300 employees serve more than 3,000 clients worldwide. Visit at All of the listings in the directory are paid ads. The information contained in each listing was provided by the advertiser. To list your company in next year s Directory, please contact Richard Ballschmiede (rballschmiede@ ama.org) or Catherine Eck (ceck@ama.org). 58 MARKETING NEWS SEPTEMBER 2014

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