BMRB

Philosophy
Organisations must measure and take action in order to maintain and grow customer loyalty. We help them to do this by combining leading market research techniques with innovative brand, segment and account-level reporting.

Our approach to customer measurement focuses on loyalty not just satisfaction – just because a customer is satisfied does not mean they will remain a customer.

Through ‘key driver analysis’ we can focus on the specific elements of the customer experience that will drive greater levels of loyalty, advocacy and growth.

For one firm, we identified £1.8 million worth of business that was ‘at risk’ – due to its customers not feeling loyal to the brand. We told our client exactly what to focus on to save the business. Through one-on-one account reviews with each of its ‘at risk’ customers, our client gained a deeper insight into the precise course of action needed to get them back on board.


Distinctive features
We have a highly experienced team dedicated to customer and other stakeholder measurement working across all sectors in the UK and internationally. We deliver actionable information and can integrate action planning and target setting into our offering. We offer a ‘one stop shop’ for customer research, qualitative and quantitative.


Measures
B2B and B2C:

• Both loyalty and performance measures according to client needs.
• Our loyalty measure is a construct of both behavioural and attitudinal measures.

• Telephone, online, face to face, mixedmethodology.

• Financial services
• Green issues
• Office services
• Media and trade publications
• Professional and consulting services
• Travel, tourism and hospitality
• Public sector

• Financial services
• Green issues
• Media and trade publications
• Retail
• Travel, tourism and hospitality
• Public sector

Modelling	B2B	B2C
Links with customer databases
Linking CSM to financial measures
Links to other stakeholder research
Linking data to other customer measures