Customer Research

Aquire, retain, and drive memorable first impressions with your customers to maximise business performance. ORC International’s expertise spans across the entire customer journey – beginning with initial exposure to the brand, goodwill, brand loyalty, advocacy, and lifetime value.

Through customer research we will help you successfully maneuver though this intricate journey to positively impact your customers’ experience – ultimately leading to better overall performance and success. With our customer research expertise and framework, we take into account the multiple parts of the journey – the influence of employees, supplier management, competitors, market dynamics, and forms of dependence such as loyalty programmes.

From specific tactical challenges to broad strategic initiatives, we pinpoint your priorities, implement improvement plans and gauge progress. To further maximise success, we focus on creating a customer-centric culture within your organisation. By integrating the voice of the customer, you can build a holistic customer-centric culture focused on driving results through positive customer experiences and interactions. 

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Recent Insights

  • Customer experience predictions for 2017

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  • Vulnerable customers – ensuring everyone’s voice is heard

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  • Quantified Customer Journeys: The link between brand and...

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  • Closing the loop on customer feedback

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