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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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