Channel Management
We have worked with clients to determine how to attract and retain customers across branch, telephone and online channels and to evaluate the best route to market. Our work has covered:
- Channel development
- Awareness and availability of channels
- Current and expected usage
- Satisfaction
- Likely impact on customer behaviour
- Direct and intermediary channels
In addition to branch, telephone and online channels, we have also explored the IVR platform.
Our work has incorporated more traditional quantitative surveys looking at channel usage together with various innovative approaches including the following:
- Video recording
- Ethnographic observation
- Eye Tracking studies
- Accompanied shops
- Accompanied surfs