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CAPABILITIES |
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Strategic Versatility |
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Many of today's businesses have a presence in more than one medium,
but focus their resources and efforts in customer management in one direction.
While most market research vendors are limited to data collection in one area
or another, National Shopping Service can design a strategy that takes all of
these channels into account, covering all of your "people".
Maintaining and increasing customer loyalty is a complex process that requires
the intricate choreography of a number of varying strategies specifically tailored
to each individual communication medium. Using covert quantitative personal reporting,
digitally enhanced visual and audio assessments, interviewing, as well as custom
browsers for tracking online behavior, NSS is capable of analyzing and assimilating
data in order to give management the ability to see important trends and patterns
cutting across more than one customer contact point. To truly leverage the opportunities
for improvement that exist in your organization, management must be able to combine
diagnostic tools from more than one marketing paradigm.
Typical
Interactive Customer "Touch-Points":
These are the critical windows of experience that a customer uses to judge their
satisfaction with a brand and its representatives...
- In-Person
- Phone
- Online
We allow you to monitor any or all of these touch points
for performance indicators and thresholds that your company values. Integration
of multiple solutions allows management to consult ONE information portal for
real-time statistics on their current customer and employee feedback statistics.
Leverage existing customer data...
Online, integrated customer experience management provides the ultimate flexibility
and power in analyzing your performance levels. These solutions can also be integrated
with existing customer relationship management data collected internally by your
company. That means we can leverage your existing customer service investments
by incorporating data and other resources from legacy customer support systems
into your current NSS solution.
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One size does not fit all.
Our mission is to serve as a catalyst for creating value by integrating and implementing
business strategy through people. We become intimately involved with our clients'
growth, development and deliver dynamic support for the work force as well as
management. Our long-term relationships are earned through a dedication to understanding
our clients' businesses and consistently delivering value.
We offer a spectrum of involvement levels to satisfy
a wide range of cost and benefit considerations.
 Take
a "Test-Drive"...
Start with low-cost pilot program before investing significant resources in any
one solution.
Programs
in all flavors that can be further tailored to your particular situation...
With unlimited customization and scalability, so you can "grow as you
go", our flexible programs allow you to integrate any number of our customer
and employee solutions to deliver a complete "suite" of services that
address your company's most current concerns and initiatives.
Customer Research/Mystery Shopping (Solution "Levels")
- [MEDIUM INVOLVEMENT] ...Traditional Mystery
Shop (low volume CARE system, minimum features)
- [HIGH INVOLVEMENT] ...Advanced Research
- Digital Features, High-Involvement Reporting, or Multi-Channel Customer
Assessment
- Photos and/or Movies and/or audio available online
- Phone and In-person survey
- [SPECIAL INVOLVEMENT]...Audit/Inspections
- Environmental Inspections, Surveillance, and/or Qualitative Research
- Uniformed Inspections
- Procedural Audits, Product Placement, Regulatory Assurance
- Customer Intercepts
- Focus Groups
- Pricing Surveys
Employee Support (Solution "Types")
- Employee Feedback
- Employee Recognition and Incentives
- Exit Interview
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As an industry leader in custom research, we understand that
your research objectives and circumstances are unique. We will tailor the
entire research process to supply the critical information you need to make your
marketing efforts more successful. When all is said and done, you can trust our
research experts to deliver insightful interpretations that take into account
your unique environment and circumstances.
Customization in all aspects of program:
- advanced report/survey design support
- version management for homogenous tracking and comparisons
of dynamic reporting infrastructures
- ability to handle frequent changes and emergency initiatives
without a hassle
- ad hoc reporting
- advanced data mining for specific marketing or other
management priorities
- specialized delivery/publishing/export formats (summaries,
individual reports, tracking data)
- seasonal or other short-term programs in concert with
main program
- extra correlated indirect reporting including demographic/household/business
profiling
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National Shopping Service has been at the forefront of Web-based
applications for research since the advent of the Internet. As a company, NSS
has developed and hosted over 50 custom online corporate customer and employee
management systems. These systems collect, process, analyze, and deliver individual
reports in any format as well as advanced summaries utilizing advanced visual
statistical modeling incorporating both direct and indirect research.
Because of the significant advances in business technology and the internet's
influence on mainstream economy, we have spent significant efforts to focus our
research and development on web based technologies relating to the industry.
This dedication to the latest technology assures that your Web-based application,
whether data collection, reporting or project management, will have the following
advantages:
- High-speed access – the key to having a
responsive Web site
- Dedicated Website/Intranet – secure information
sharing/viewing
- Extensive firewall protection – reduces
the risk of unauthorized entry
- Built-in redundancy – in the event of a
failure, your data is protected
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