Synovate launches Customer Experience practice
11 June 2008
Global market research company Synovate today announced the launch of its Customer Experience practice, which partners with companies aiming to develop more profitable relationships with customers.
Synovate Customer Experience includes the company's capabilities in a number of areas: customer loyalty and employee engagement, performance tracking, mystery shopping, footfall and shopper behaviour analysis, automated collection of customer feedback, and customer experience management consulting.
Two new offerings are leading the rollout of products and services under the Experience Management, or ExM, portfolio, which represents more than 20 years of expertise in this space. ExM Customer takes a 360° view of the total customer experience to identify and prioritise the specific areas that drive customer loyalty and ultimately affect a brand's profitability. The other new product is ExM Tracker, a dynamic, complete and cost-effective platform for tracking day-to-day customer contact performance in real-time.
Underpinning the creation of this new practice is a more integrated offering to clients of the company's different practice areas, says Brent Stewart, Executive Sponsor of Synovate Customer Experience. "Our clients' needs can generally be classified as one of the following: Build powerful brands that command a premium in the marketplace, create and market products that sell, and develop profitable relationships with customers. These are the very same needs that Synovate's practice capabilities – Brand & Communications, MarketQuest (product development and design) and Customer Experience – are designed to meet."
Stewart adds that the interaction between these three dimensions largely accounts for the value proposition offered by all businesses. "Consumers have an expectation of brands that is typically formed by communications, usage or some other experience. Using the product or service either meets this expectation or does not, resulting in a degree of satisfaction. This is then reinforced – or diluted – by the range of customer experiences that accompany the product: in-store, sales person, service, and more.
"Synovate's value proposition is our ability to positively influence these three dimensions through our related capabilities, which can be applied individually or as an integrated approach."
Larry Crosby, Chief Loyalty Architect of the new practice, says clients are increasingly looking for a more complete understanding of how they engage meaningfully with customers. "Synovate is uniquely placed to provide powerful insight and understanding into the many and varied touchpoints that shape how customers engage with brands, products and services in the market. Our vision is to be the undisputed global leader in customer experience measurement and management."
More information about Synovate Customer Experience and the ExM products is available at www.synovate.com/experienceit/.
Contact(s) for this press release
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John Surrey
Director - Marketing & Communications |
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Synovate |
Tel: +357 22 366 233 |
Synovate, the market research arm of Aegis Group plc, generates consumer insights that drive competitive marketing solutions. The network provides clients with cohesive global support and a comprehensive suite of research solutions. Synovate employs over 6,000 staff across 62 countries.
For more information on Synovate visit www.synovate.com.