Market Research & Consulting
T. Aloise & Company LLC
About
The mission of T. Aloise & Company is to provide market-backed, research-based solutions to businesses who wish to build revenues and enhance profits. Our solutions will help you to develop and retain new business, create and improve products and services, enhance customer and employee relations and improve operations.
Scope of Services
We create value by developing a successful research methodology and survey instruments, conducting probing interviews, eliciting actionable information, providing on-going and frequent updates on emerging findings, and providing insightful analysis of market data, including our value-added interpretations and action steps for clients.
Customer Satisfaction
Our clients recognize our success in surveying their customers, prospects, and referral sources on service quality. We capture and interpret findings on:
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willingness to recommend
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overall satisfaction and loyalty
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problem resolution
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market segments, risk factors, etc.
Employee Engagement
& Satisfaction
We can simultaneously conduct both a customer satisfaction study and employee engagement research that reaches employees who come in contact with customers. We discover what causes customer dissatisfaction, at times linked to a lack of employee training to solve customer problems.
New Product Development & Evaluation
We conduct research to:
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identify key market segments
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profile client market perception and positioning
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discover gaps in current product offerings
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recommend new product opportunities
Best Practices & Benchmarking
Benchmarking is a systematic process used to identify best practices industry-wide. We interview our client's customers, referral sources and competitors to discover industry best practices. Best practice implementation can lead an organization to attain world-class performance.
Branding, Image & Positioning
We determine customer perceptions of our clients' service, innovation, industry leadership and value. We uncover the most recognized attributes of our clients and how well those attributes match what customers value.
Lost Client / Lost Bid Analysis
We evaluate why our client won business, why former customers chose competitors and why prospects ultimately selected other providers.
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.
Brand Awareness
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.
Training Effectiveness
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.
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