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Marketing Direction provides valued business intelligence to a range of clients in the UK and overseas. |
Customer Satisfaction
Customers relate to organisations in many different ways and, increasingly, through a number of different touch points and media. To retain their loyalty requires in-depth understanding and emotional alignment with customer thinking. Marketing Direction specialises in providing this insight across consumer, B2B and B2C fields.
Customer-satisfaction and retention has been a mainstay of MDL’s work since the company was formed in 1979.
This work has been undertaken both nationally and internationally. Indeed, international co-ordination of customer satisfaction programmes is an area of particular expertise.
We have worked alongside consumer and business-to-business clients to devise CRM and customer loyalty strategies.
We have worked to develop powerful loyalty programmes.
We have devised service audit and mystery shopper programmes that provide a measure of actual customer experience to provide a context for perception monitoring.
Key sectors include airlines, financial services, retail, publishing, logistics and utilities.