2014 directory of customer strategy resource providers

2014 DIRECTORY OF
CUSTOMER STRATEGY RESOURCE
PROVIDERS
The 2014 DIRECTORY OF CUSTOMER STRATEGY RESOURCE PROVIDERS —
Customer Satisfaction – Loyalty – CRM – Engagement, etc.
Customer satisfaction, loyalty or engagement can mean the difference between success
and failure for a product or company. A comprehensive customer strategy can provide
the blueprint, and set the metrics that quantify an important dynamic that predicts
profitability and future performance.
This AMA directory can help you find firms that can deliver reliable and representable
services and products to help guide your customer strategy.
AN ADVERTISING SUPPLEMENT TO THE SEPTEMBER 2014 ISSUE OF MARKETING NEWS. COPYRIGHT 2014 BY THE AMERICAN MARKETING ASSOCIATION. ALL RIGHTS RESERVED.
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CUSTOMER STRATEGY
SPECIALITY INDEX TO THE DIRECTORY OF
Customer Strategy Resource Providers
FULL SERVICE — MARKETING
RESEARCH FIRMS
B2B International
Burke, Inc.
Creative Consumer Research
Convergys Analytics Solutions
Decision Analyst
Gongos, Inc.
M/A/R/C® Research
Mindspot Research
Morpace Inc.
Radius Global Market Research
Research USA
SIS International Research
ANALYTICS
M/A/R/C® Research
Research USA
BENCHMARKING
Research USA
BRAND LOYALTY
SATISFACTION
CUSTOMER LOYALTY
Customer Lifecycle, LLC
Morpace Inc.
RTi
SIS International Research
SSI
CUSTOMER SATISFACTION
Customer Lifecycle, LLC
Decision Analyst
Mindspot Research
Morpace Inc.
Research USA
RTi
SSI
CUSTOMER SATISFACTION
OR SERVICE INDEXES
Convergys Analytics Solutions
CUSTOMER SERVICE/
CALL CENTERS
Luth Research
CUSTOMER STRATEGY
SIS International Research
SSI
LOST CUSTOMER RESEARCH
Customer Lifecycle, LLC
MARKETING EFFECTIVENESS
Luth Research
MEASUREMENT OF
CUSTOMER FEEDBACK OF
PERFORMANCE OVER TIME
(ON-GOING TRACKING)
Convergys Analytics Solutions
Luth Research
ONLINE RESEARCH/SURVEYS
Decipher
Luth Research
Mindspot Research
Research USA
SSI
ONLINE SURVEYS SAMPLE
Gongos, Inc.
Luth Research
SSI
BRAND RESEARCH
DATA COLLECTION —
QUANTITATIVE
QUALITY ASSESSMENT
OF VENDORS
Morpace Inc.
Research USA
SIS International Research
Luth Research
Research USA
SSI
Research USA
BUSINESS-TO-BUSINESS
CUSTOMER SATISFACTION
STUDIES
DATA MANAGEMENT/
DATA PROCESSING
Customer Lifecycle, LLC
Mindspot Research
Research USA
SSI
DIGITAL TRACKING
Morpace Inc.
Research USA
SIS International Research
CEM — CUSTOMER
EXPERIENCE MANAGEMENT
Morpace Inc.
CONSULTATIVE ASSISTANCE
IN DEPLOYMENT
Customer Lifecycle, LLC
CONSUMER RESEARCH
Decision Analyst
Morpace Inc.
SSI
CUSTOMER ENGAGEMENT
Customer Lifecycle, LLC
Burke, Inc.
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SSI
Luth Research
QUALITATIVE RESEARCH
Illuminas
Luth Research
Research USA
QUANTIFIED MEASUREMENT
OF EXTERNAL CUSTOMER
NEEDS & SATISFACTION
EMPLOYEE SATISFACTION
STUDIES
SSI
Mindspot Research
Research USA
SSI
Decipher
Luth Research
SSI
FOCUS GROUP FACILITIES
Creative Consumer Research
Luth Research
FOCUS GROUP ONLINE
Mindspot Research
INTERNATIONAL/GLOBAL
CUSTOMER SATISFACTION
RESEARCH
B2B International
QUANTITATIVE RESEARCH
SAMPLE PROVIDER
SSI
SOCIAL MEDIA
MONITORING
Luth Research
SOFTWARE FOR
MARKET RESEARCH
Decipher
Illuminas
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CUSTOMER STRATEGY
B
• Employee Satisfaction Research
development programs.
• Market Sizing & Opportunity Research
Burke’s primary areas of focus include:
• New Product Development (NPD) Research
• Brand Assessment
• NPS Tracking Research
B2B International
• Pricing Research
707 Westchester Avenue,
White Plains, NY 10604
PHONE: (914) 761-1909
FAX: (914) 761-1503
EMAIL: newyork@
b2binternational.com
WEB: www.b2binternationalusa.com
CONTACT: Julia Cupman, Director
• Segmentation
ADDITIONAL COMPANY LOCATIONS:
Illinois
PHONE: (312) 204-7201
EMAIL: chicago@
b2binternational.com
WEB: www.b2binternationalusa.com
U.K.
PHONE: +44 (0)161 440 6000
EMAIL: info@
b2binternational.com
WEB: www.b2binternational.com
China
PHONE: +86 (0)10 5735 1061
EMAIL: beijing@
b2binternational.com
WEB: www.b2binternational.com/china
Germany
PHONE: +49 (0)211 88231 728
EMAIL: duesseldorf@
b2binternational.com
WEB: www.b2binternational.de
B2B International is a specialist business-tobusiness market research consultancy that provides
customized b-to-b market research and intelligence
studies on a global scale from its offices in North
America, Europe and Asia.
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• Usage & Attitude (U&A) Research
• VOC Research.
• Product/Service Development
• Customer Engagement
• Employee Engagement
• Linking Data Sources
• Market Segmentation
• Shopper Research
• Research Education.
As further evidence of Burke’s outstanding
quality in marketing research, Burke has attained
ISO 20252 certification.
Burke, Inc.
500 West 7th Street
Cincinnati, OH 45203
PHONE: 1-800-688-2674
FAX: (513) 684-7717
EMAIL: info@
burke.com
WEB: www.burke.com
CONTACT: Diane Surette, Executive
Vice President, Head of
Client Services
Burke capitalizes on its state-of-the-art research
execution, advanced analytical techniques, and
leading edge technology to provide decision
support solutions to companies across all major
industry sectors. Burke’s reputation derives
from expertise in defining problems, developing
research designs, executing complex quantitative
and qualitative studies, analyzing data, and
interpreting results to enable clients to make
the most informed decisions possible. Burke has
expertise in a broad range of industries, both
domestic and international, and across many data
collection methods, including online and mobile.
All of Burke’s core competencies are supported by
an active commitment to internal research and
C
Convergys Analytics
Solutions
201 East Fourth Street
Cincinnati, OH 45202
PHONE: (800) 344-3000
FAX: (513) 784-4785
EMAIL: analytics@
convergys.com
WEB: www.convergys.com/analytics
CONTACT: Ann Georgesen, Director
ADDITIONAL COMPANY LOCATIONS:
Makati City, Manila, Philippines
Our team of researchers, analysts and consultants
applies a sophisticated portfolio of tools and
methods to improve the customer experience.
By focusing exclusively on three outcomes –
increasing loyalty, driving revenue, and lowering
costs – our model is the strategic answer to
transforming customer interactions into a
competitive advantage.
Our b-to-b expertise covers all industry sectors—
from manufacturing to engineering, chemicals to
construction—throughout the world.
As the trusted b-to-b research partner for
hundreds of clients, our areas of specialization
include:
• Advertising Research
• Branding Research
• Channel & Go-To-Market Research
• Competitive Intelligence
• Customer Journey Mapping
• Customer Satisfaction & Loyalty Research
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CUSTOMER STRATEGY
of research findings and customer requirements
into the day-to-day management and operations of
the organization.
Creative Consumer
Research – Houston
3945 Greenbriar Dr.
Stafford, TX 77477
PHONE: (281) 240-9646
FAX: (281) 240-3497
EMAIL: ppratt@ccrsurveys.com
WEB: www.ccrsurveys.com
CONTACT: Patricia Pratt, President
Complete field service covering all of Texas. Large
conference-style focus group rooms; one-way
mirrors; large client viewing spaces. Taste tests,
telephone interviewing, executive surveys, mall
intercepts, door-to-door interviewing, in store
intercepts, mystery shops, store audits. Computer
capabilities available. Bilingual interviewing,
moderators, translators available. Large rooms for
oversized equipment and 100+ respondents. Expert
recruiting for low incidence projects. Nationwide
recruiting and telephone interviewing capabilities.
Customer Lifecycle, LLC
319 N. Weber Rd., #360
Bolingbrook, IL 60490
PHONE: (630) 412-8989
EMAIL: kaferenz@
customerlifecycle.us
WEB: www.customerlifecycle.us
CONTACT: Karin A Ferenz, Principal
Customer Lifecycle is a global research based
consultancy that works with B2B and B2C
companies to get more value and better business
results from research through significantly
improved coordination, deployment and integration
We help companies avoid costly mistakes by
focusing on thorough front-end planning,
appropriate research execution, and in-depth
action implementation at the back end. Outcomes
are rigorous and balanced customer-focused
performance metrics, improved financial results,
and a superior total customer experience.
With reach to more than 3 million individuals in
160+ countries, we conduct strategic qualitative
and quantitative research in multiple localized
languages on a worldwide basis.
D
Decipher
7 River Park Place East
Suite 110
Fresno, CA 93720
PHONE: (559) 436-6940
FAX: (559) 436-6944
EMAIL: info@decipherinc.com
WEB: www.decipherinc.com
@deciphertweets
Facebook.com/decipherinc
CONTACT: Kristin Luck, President
A marketing research services provider,
Decipher specializes in online survey
programming, sampling, data collection and
data reporting. Utilizing proprietary Web-based
applications, Decipher integrates state-of-the-art
technology with traditional research techniques.
Decipher is all about uncovering opportunities
in whatever territory is explored with clients. As
a true partner, Decipher isn’t interested in just
NOTE: The advertiser-paid listings in this directory
are in alphabetical order by company name.
data, but also about what that data represents for
each client. The company focuses on technology
and research systems that bring data to life, and in
doing so, helps reveal how even seemingly small
discoveries can yield meaningful insights.
Decision Analyst
604 Avenue H
East Arlington, TX 76011
PHONE: (817) 640-6166
FAX: (817) 640-6567
EMAIL: jthomas@
decisionanalyst.com
WEB: www.decisionanalyst.com
CONTACT: Jerry W. Thomas, President
and CEO
Decision Analyst is a full-service
marketing research and analytical consulting
firm with a specialty in satisfaction and loyalty
programs.
Our holistic approach to satisfaction and loyalty
integrates the many elements of the customer
experience, brand perceptions, positioning and
advertising strategy. The goal is to first determine
the key drivers (“predictors”) of repeat purchase
and profitability and then manage these
relationships in a CRM framework. Decision
Analyst’s has the technology and expertise to
design and manage complex customer satisfactions
systems, including online Point of Sale Systems.
G
Gongos, Inc.
2365 Pontiac Road
Auburn Hills, MI 48326
PHONE: (248) 239-2300
FAX: (248) 239-2301
EMAIL: impact@
gongos.com
WEB: http://www.gongos.com
TWITTER: @_gongos
FACEBOOK:
https://www.facebook.com/
gongosresearch
CONTACT NAME(S) AND TITLE(S):
Camille Nicita, President & CEO
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CUSTOMER STRATEGY
Christi Walters, Principal,
Gongos Research
Amy Perifanos, Director,
Arti | fact
Jason Raguso, V.P.,
O2 Integrated
Gongos is a decision intelligence enterprise
that supports Global 1000 companies. We offer
clients multiple levels of engagement to address
their ongoing business challenges through
primary research, data integration and insight
curation. Gongos combines innovative and
foundational approaches to serve clients in the
CPG, financial services, health care, lifestyle,
retail, and automotive spaces.
Gongos Research, the company’s primary research
division, partners with corporate research and
insights teams on initiatives spanning the entire
product and marketing life cycle. O2 Integrated,
its data sciences consultancy, supports marketing
and operations decision-makers by integrating
enterprise and research data to shepherd largerscale endeavors. Its newly launched business unit,
Arti | fact, contextualizes, inspires and socializes
information inside organizations.
I
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their business needs and we reach beyond the data
to tell the story behind the research.
L
Illuminas
3801 S. Capital of Texas Hwy, Suite 200
Austin, TX 78704
PHONE: (512) 652-2700
FAX: (512) 533-0399
EMAIL: solutions@illuminas.com
WEB: http://us.illuminas-global.com
CONTACT: Amelia Carry, Director,
Marketing & Business Development
ADDITIONAL COMPANY LOCATIONS:
New York, United Kingdom
Illuminas is a full-service, global research
consultancy dedicated to helping companies
leverage market intelligence to gain leadership
positions. Whether you are trying to identify key
market trends, solve critical business issues or
create leading brand strategies, our team of expert
research consultants will recommend the most
appropriate combination of quantitative and
qualitative research tools to meet your objectives.
Some of the biggest and most successful companies
in the world come to us because we understand
Luth Research
1365 4th Avenue
San Diego, CA 92101
PHONE: (619) 234-5884
FAX: (619) 234-5888
WEB: www.luthresearch.com
EMAIL: crab@luthresearch.com
CONTACT: Candice Rab, Senior Vice
President, New Products
For more than 35 years, Luth Research has been
advancing next generation consumer intelligence
with innovative market research approaches.
Powered by our proprietary online research panel
and cross-platform digital tracking capabilities,
as well as traditional focus group and call center
services, our innovative research methods help
today’s businesses thrive.
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M
CUSTOMER STRATEGY
brands improve marketing strategy and brand
strength.
Mindspot Research
methodology measures customer satisfaction
and loyalty by attributes and business
requirements that are important and relevant
to YOUR business; helping build customer
retention, market share and branding initiatives.
MindTrack™ gathers feedback from customers,
discovers strengths, opportunities for your
products and services, and provides valuable
insights and recommendations. Employee
Satisfaction MindTrack™ studies include a gap
analysis and measure differences in employee
and customer perceptions.
We Think Fast.
MindTrack™ Studies Include:
7031 Grand National Drive
Suite 100A
Orlando, FL 32819
PHONE: (407) 730-4603
EMAIL: info@
mindspotresearch.com
WEB: www.mindspotresearch.com
• Index
M/A/R/C® Research is headquartered in Dallas,
Texas with satellite offices across the U.S.
M/A/R/C® Research is part of Diversified Agency
Services, a division of Omnicom Group Inc.
M/A/R/C® Research
7850 N. Belt Line Rd
Irving, TX 75063
PHONE: 1-800-884-MARC (6272)
WEB: www.MARCresearch.com
EMAIL: Merrill.Dubrow@
MARCresearch.com
CONTACT: Merrill Dubrow
M/A/R/C® Research is a full-service custom
marketing research firm dedicated to aiding
in the creation, evaluation, and strengthening
of brands. Since 1965, M/A/R/C® has designed
and executed qualitative and quantitative
research with traditional and online solutions
while adhering to a client-service ethic built on
dependability and collaboration.
Specializing in analyzing consumer and B2B
marketing challenges, M/A/R/C® strives to help
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NOTE: The advertiser-paid listings in this directory
are in alphabetical order by company name.
Mindspot Research is a full-service, global strategic
marketing research company specializing in online
research and rapid insights that work in today’s
fast-paced market.
Mindspot Research’s custom MindTrack™
• Net Promoter Score (NPS)
• Key Performance Indicators (KPIs)
• Six Sigma Project Identification
• Quadrant Mapping and Statistical Testing
• Relative Performance on Attributes Important to
Your Customers, Employees and Business
Please visit us at www.mindspotresearch.com to
learn more about our services and hear directly
from our clients about our track record of providing
actionable results and recommendations.
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Morpace Inc.
Market Research and Consulting
31700 Middlebelt Road
Farmington Hills, MI 48334
PHONE: 248-737-5300
FAX: 248-737-5326
EMAIL: information@morpace.com
WEB: www.morpace.com
CONTACT: Duncan Lawrence, President
Morpace is a full-service, global survey research
and consulting organization specializing in
qualitative and quantitative research for clients
in industries such as automotive, financial
services, healthcare, retail and consumer goods,
and technology.
Through custom research designs, advanced
analytics, and visually dynamic reporting, Morpace
provides our clients with the industry information
and marketing knowledge they need to make smart
strategic decisions.
Morpace delivers global expertise and
innovative, proprietary solutions in three core
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CUSTOMER STRATEGY
areas: brand and communications; market and
product development; and customer experience
management including satisfaction, loyalty and
retention. Examples of our innovative solutions
include B-Link™, SOCO™ (complexity management solution), Claros Communities™, My2Cents™,
LiveDrive™ and dashboards. We have expertise in
emerging research trends such as mobile research
and text analytics.
Established in 1941, Morpace is one of the fastest
growing marketing research firms globally. We
conduct research in over 60 countries and on five
continents; and are headquartered in Detroit with
offices in Los Angeles, London and Shanghai.
R
Radius Global Market
Research
120 Fifth Avenue
New York, NY 10011
PHONE: (212) 633-1100
NOTE: The advertiser-paid listings in this directory
are in alphabetical order by company name.
FAX: (212) 633-6499
EMAIL: info@radius-global.com
WEB: www.radius-global.com
CONTACT: Chip Lister, Managing
Director
ADDITIONAL LOCATIONS:
– New Jersey
– Pennsylvania
– Florida
– Georgia
– Illinois
– Texas
– California
– Washington
Increasing customer engagement requires
optimizing brand offerings and developing
compelling customer propositions. Radius
believes Customer Loyalty is grounded in the
principle of building a satisfaction system that
accounts for your unique business proposition
and competitive environment. We do so through
LoyaltyDeveloper™ with its advanced modeling
approaches to help companies reach their specific
business goals. This interactive model allows
testing of alternative strategies to determine
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how to move customers from less to more loyal
segments. As strategies are implemented, the
Loyalty Spectrum monitors satisfaction
shifts over time to measure the success. By
arranging customers along a Loyalty Spectrum,
Radius can predict a specified business outcome
such as enhanced retention or share of wallet.
LoyaltyDeveloper™ enables organizations to
differentiate the customers to keep, develop
strategies to retain loyalists, and build loyalty
among the most vulnerable.
CUSTOMER STRATEGY
Research USA believes client participation is the
key to ensuring that the goals of each survey
is achieved. We carefully listen to each client’s
needs and design a survey methodology and
instrument which will effectively meet their
needs. We are known in the industry for
providing high quality confidential research
will actionable results.
RTi Research
Research USA
180 N. Wacker Drive
Suite 202
Chicago, IL 60606
PHONE: 800-863-4800
FAX: 312-658-0085
EMAIL: info@
researchusainc.com
WEB: www.researchusainc.com
CONTACT: Clarence Jackson, President
1351 Washington Boulevard
Stamford, CT 06902
PHONE: (203) 324-2420
FAX: (203) 964-8269
EMAIL: drothstein
@rtiresearch.com
WEB: www.rtiresearch.com
CONTACT: David Rothstein, CEO
RTi is an innovative, global market research
company comprised of seasoned research
professionals who help turn insight into action.
Our clients – some of the largest and most
respected companies within their industries
NOTE: The advertiser-paid listings in this directory
are in alphabetical order by company name.
have counted on RTi for 30+ years to connect
the dots, tell the story and help influence
decisions. We typically find that clients begin
working with us because they seek higher
level, more insightful thinking and more
attentive service from a research partner that
understands what it takes to support their
personal success as well as their company’s.
RTi’s Customer Loyalty and Satisfaction
Practice specializes in developing multi-phased,
dynamic measurement programs that begin
with uncovering what constitutes satisfaction
or loyalty among your customers and culminates
with an ongoing measurement program to
ensure a positive return on your investment in
customer care.
Our Satisfaction Measurement & Modeling
program is more than just research – it is a
comprehensive business process targeted
at building customer loyalty.
S
SIS International Research
11 East 22nd Street
2nd Floor
New York, NY 10010
PHONE: (212) 505-6805
FAX: (212) 505-0284
EMAIL: research@
sisinternational.com
WEB: www.sismarketresearch.com
CONTACT: Ruth Stanat, President
ADDITIONAL LOCATIONS:
ASIA PACIFIC:
333 Huai Hai Zhong Road
12th Floor A06, Shanghai 200021
China
+(86) 21 5116 0734
EUROPE, MIDDLE EAST &
AFRICA:
10 Adam Street
The Strand
London, WC2N 6AA
+(44) 20 7520 9026
GERMANY & EASTERN
EUROPE:
Friedrichstraße 90
Berlin 10117
+(49) 30 2025 3101
The Directory continues on the following page >>>
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SOUTH EAST ASIA:
17 ADB Avenue Ortigas
29th Floor
Suite #2928
Pasig City 1600 Manila
+63 2689-7174
SIS International Research is a leading
full-service market research and market
intelligence firm, established in 1984. We
conduct fieldwork, data collection, recruiting,
strategic market intelligence and global growth
marketing consulting solutions. Key regional
offices include New York, London, Berlin,
Shanghai and Manila.
SIS provides the recognized expertise,
integrated methods and global resources to provide full insight into the entire business
landscape—customers, competitors, culture,
supply chain and global market intelligence
Our coverage is global, including nationwide
US, Europe, Latin America, Asia, Canada,
Africa and the Middle East.
We conduct consumer, B2B, healthcare,
industrial, automotive, low incidence and
strategic research. Key solutions include
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CUSTOMER STRATEGY
customer insights, market opportunity
research, satisfaction & loyalty, usage & attitude,
branding, product testing, Car Clinics, channel
intelligence, pricing research, competitive
intelligence, emerging markets research, C-Level
& key opinion leader research, market entry/
sizing and other solutions.
Some of our qualitative and quantitative
methods include CATI, focus groups, online
research, ethnography, intercepts, car clinics,
secondary research and analytics. SIS also provides focus group and testing facilities
in key cities worldwide.
CONTACT: Tom Johnson,
Senior VP, Sales &
Client Services
SSI is the premier global provider of
sampling, data collection and data analytic
solutions for consumer and business-to-business
survey research, reaching respondents in
86 countries via Internet, telephone, mobile/
wireless and mixed-access offerings.
SSI staff operates from 25 offices in 18
countries, offering CATI, questionnaire
design consultation, programming and hosting,
online custom reporting and data processing.
SSI’s 3,300 employees serve more than
3,000 clients worldwide.
Visit SSI at www.surveysampling.com.
SSI
6 Research Drive
Shelton, CT 06484
PHONE: (203) 567-7200
EMAIL: info@
surveysampling.com
WEB: www.surveysampling.com
All of the listings in the directory are
paid ads. The information contained
in each listing was provided by the
advertiser. To list your company in next
year’s Directory, please contact Richard
Ballschmiede (rballschmiede@ ama.org)
or Catherine Eck (ceck@ama.org).
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