Market Research & Consulting
T. Aloise & Company LLC
Examples of Past Work
Sales & Marketing Effectiveness
For a lender that services the small business market in the Southwestern US, we evaluated the ability of branch banking business development officers to recognize and respond to customer product needs, including the effectiveness in the hand-off and referral to product sales people.
Lost Client / Lost Bid Analysis
For a client in the transportation management industry, we evaluated why business was won, why ex-customers chose new providers, and why prospects ultimately selected another provider. All information is gathered through in-depth, one-to-one interviews with decision-makers.
Competitor Analysis / Primary Provider Comparisons
For a national lender who provides retail financing to dealer organizations, we tracked the penetration of competitors into our client's customer base. We provided insight into what each competitor was doing to secure a primary provider position and how likely our client was to earn additional business vs. each competitor and why.
New Product Development
For a major US-based global bank, we helped them develop new international capabilities to support customers in their cross-border business. Specifically, we conducted research to: identify the key market segments that have expanding international needs; profile how companies view our client relative to its international capabilities and look for gaps in terms of what it provides and what is "missing:; profile examples of customers' needs that are outgrowing their banks' trade capabilities.
For a global tech company with distribution in over 100 countries, we conducted a baseline study of brand and product awareness and affinity in multiple international markets and have since conducted follow-up research to determine if brand and product awareness has improved in critical markets.
Best Practices / Benchmarking
We assisted a commercial finance client related to business process best practices in a number of areas. The client's objective was to educate its personnel on what the best-in-class companies were doing and how it might emulate their successful practices. Some of the areas covered in this assignment included: application processing; credit decision/underwriting; compliance/audit procedures; fraud protection; accounting systems; portfolio management; billing and cash application processes; collection protocols; customer service models/self-help web portals; employee training; and outsourcing. To conduct this research, we interviewed our client's customers, referral sources, and competitors.
Employee Engagement & Satisfaction
For a financial institution serving small to mid-size businesses, we simultaneously conducted both a customer satisfaction study and employee engagement research that touched every employee who had customer contact. We were able to show that several causes of customer dissatisfaction were linked directly to a lack of resources and training for employees who were charged with solving customer problems.
Customer Satisfaction & Retention Analysis
Many of our customers are already familiar with our ability to successfully survey their customers, prospects, and referral sources about various aspects of service quality. For several clients on an on-going basis, we capture and interpret findings with regard to: willingness to recommend, overall satisfaction and loyalty, problem resolution, and satisfaction with specific in-house groups such as customer service departments, billing, payment processing, and credit/underwriting/risk management. Satisfaction and retention measures are tracked for each client versus industry and competition benchmarks.
For an information technology company that serves small investors, we determined the value of its existing training programs provided for clients, identified specific strengths and weaknesses of the training programs and elicited suggestions for improvement.