Strategic Versatility

Channel Integration


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...

  1. In-Person
  2. Phone
  3. 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.


Scalability


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")

  1. [MEDIUM INVOLVEMENT] ...Traditional Mystery Shop (low volume CARE system, minimum features)
  2. [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
  3. [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

 


Customizable Project Management


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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