Consulting Services

The Voice of Your Customer is a marketing consulting firm that assists businesses, non-profit organizations, educational institutions and government agencies to create exceptional customer experiences. Our approach is known as the Circle of Service Success. Our research and training facilities, call center, and community partnerships enable us to assist our clients to create raving fans and to increase profitability by improving employee retention, establishing industry recognition, and building a competitive advantage.

Research and Assessments that use a variety of tools to gather information used to complete an independent audit of products, services, facilities and direct competition. Customized reports include video/audio recordings, manuscripts and research findings in summary and detail with recommendations for change. Research methods include:

• Ethnographic Interviews/Observations: Researchers observe participants using products and services in the home, office or retail location to obtain a deeper understanding of the relationship of individuals to products and services as a result of economic status, cultural heritage, belief systems and work environments.
• Facilitations: Moderators facilitate meetings and brainstorming sessions. The desired outcomes are a generation of ideas/issues from a broad forum that are then streamlined down to a set of concepts that warrant further exploration.
• Focus Groups: Participants meet for a single session to discuss to products, services, ads, issues or concepts to determine relevance and effectiveness.
• Focus Panels: The same respondents attend a series of groups over a fixed time period where products or ideas are evaluated as evolutionary changes are made.
• In-Depth Interviews: Researchers conduct one-on-one interviews to collect independent reactions to products, services, ads, issues or concepts.
• Mock Juries: Respondents listen to legal arguments and case points and then vote on these points and comment on what influenced their decision.
• Online Research: Focus groups, bulletin boards and/ or chat rooms conducted via the Internet used to obtain public opinion and/or independent reactions to products, services, ads, issues or concepts.

Click here to read the Research and Assessment Case Studies.