Customer Analytics

ICP helps companies enhance their competitive posture and improve their bottom-line performance by sharpening their business focus. We work with clients to turn information into insight - insight that can quickly create alignment between a business strategy and the processes and systems that support it, all driven by your customers' needs and expectations.

Through our structured Customer Analytics™ methodology, we deliver keen insight about your customers' satisfaction and loyalty, assess how closely your business strategy, processes and systems reflect - and leverage - that insight, and create a specific roadmap for closing performance gaps. We are committed to providing rigorous analyses and insight, and to helping you translate insight into action and improvement.

How Customer Analytics™ Can Improve Your Business…

  • Increase repeat business and dramatically improve profit margins. Increasing customer retention by as little as 5% has helped some companies improve bottom-line profits by as much as 100%.
  • Manage customer attrition to keep the customers you value most. U.S. companies regularly lose 50% of their customers every five years, and they typically don't understand the reasons why.
  • Significantly reduce marketing expenses. Acquiring new customers is expensive, typically 50% higher than the cost of keeping the ones you have.
  • Focus and prioritize process and system improvements on those changes that will have the most impact on customers. Listening to the voice of the customer is a best practice in today's leading quality-minded companies.

What ICP Can Accomplish For Your Business…

  • Identify the critical drivers of your most valuable customers' satisfaction and loyalty - the facts about what really matters to your customers.
  • Determine how well your customers believe that you - and your key competitors - are performing on each of these critical drivers, quantitatively not anecdotally.
  • Analyze emerging trends, illuminate your strengths and weaknesses, and focus your business priorities - all from the customer perspective.
  • Create a roadmap for aligning what your customers are telling you is important with your critical business processes and systems (supply chain, performance measures, decision making, marketing, communications) - putting knowledge into action.
  • Design an approach for continuous measurement and improvement - so you can stay current with changes in customer expectations and perceptions