Modern clients are more demanding, more informed and increasingly have the ability to influence opinions, and wish to gain service solutions in real time. In addition, the quick technological development of the last decades has given consumers the ability to share their opinions to millions of other potential customers in a quick and easy way. Hence, enterprises, in order to sustain their market position among countless alternatives offered by their competition, find it more and more vital to pay attention to not just the quality of their products or services, but to the emotional well-being of their clientele as well.
Service quality research gives an opportunity for enterprises to follow their client opinion grapevines, find out the context of their client needs, the logic of their actions and decisions, as well as to gain other useful information to improve their service and sales processes.
One of the components of user experience that requires additional monitoring for any enterprise that has their own website, electronic store or any kind of digital interface, is the ease of use of this technology - both from a functional and design standpoint. Usability is a client experience story that looks into how easy and quickly a client can understand and effectively use your digital solution, remember necessary actions, what kind of interface mistakes and flaws are notable, all so that clients would continue to use your electronic product and would offer others to use it as well.
Unsatisfactory user experience already forces every second client to reconsider their cooperation with an enterprise (Google, 2012), and because of it the understanding of your digital resource usability is a critically important for the development of your brand, the competitiveness of your enterprise, and for reducing client service costs.
Lighting fast development of technology and globalization processes are fulfilling human lives - our everyday life, motivation and experience is everchanging. Slowly we see that the society in which we live in is very diverse, and everything, even if seemingly self-evident, can have multiple meanings. To understand these diverse meaning the current social science framework and viewpoint, based on western cultural values, is not enough, and we need to open up ourselves to the possibility of looking at things from new viewpoints. Nowadays in the conditions of fierce competition the leaders will be the enterprises and organisations, which can see, accept and include real customer needs into their own development strategy, without fearing new ideas or unusual approaches.
Social anthropology is a very useful tool for looking into these real customer needs. Researchers use a wide plethora of different scientific methods to immerse themselves into the lives of their research subjects - they participate in events, they monitor the subjects, they talk with people, they create audio, photo and video logs, all in order to analyse the information and gain valuable insights, that can be used both for business and for state services.
Do you know how your audience understands your external communication? Which elements are effective and which, on the contrary, make it harder to understand your message? Does your communication methods reach your audience - or does it slip by unseen? And how do you actally increase the efficiency of your external communication?
Sometimes a survey or a focusgroup is not enough, to create a susbstantialy deep enough understanding of effective solutions. Due to this deeper, qualitative research methods are irreplacable - special interviewing methods, mini-discussions and participated monitoring.
In order to successfully implement projects or policy and to accurately predict the direct and indirect costs for the wider society and environment, a prognosis on the economic and social impact is necessary. Socioeconomic analysis, done parallel to a financial analysis, allows to determine when the project will become profitable on its investments.
Such an analysis is particularly important for state institutions, and is one of the requirements for acquiring European Union financing.
Electronic client service processes creates large amounts of information on enterprise servers. This information can be used by the enterprise to improve operative processes, to understand their customers and to improve their competitiveness. Our data analysts can find valuable remarks from all sorts of data clusters - both using structured, unstructured and qualitative data analysis, while we retain our specialization in analysis of retail data.
Data and other information is only as valuable for management, as its ease of use. By visualizing data one can easily emphasize on the key information hidden in data tables. In order to make sure that the key audience can easily understand that, which was discovered during research, researchers more and more use various types of data visualization tools, including simple infographics and more complex software like PowerBI. Such software allows the end user to see the data in the ways how they wish to see it.