Generating New Customers…
No matter how good your products or services are, the unrelenting forces of competition will be nipping at your heels, stealing customers here or there. While the adage that it's easier to keep customers than acquire new ones is true, it's limiting -- especially if you are trying to grow the business. You need accurate data that informs accurate decisions to optimize your customer acquisition efforts.

...the Rockhopper Way
Our focus is on how the research results will be implemented. We collaborate with our clients to understand the business issue—for example, customer acquisition—and then deliver actionable research results to create a successful business strategy.


Satisfying Customers . . .
Research shows that the loss of a customer is usually not due to a single catastrophic event, but to a cumulative series of things done wrong. It follows that an annual customer satisfaction survey falls short of providing the level of intelligence needed to retain those "great" customers. You need a much different kind of understanding and a deeper one, too.

. . . the Rockhopper Way
We take an action-oriented, strategic view of the market research function—that of business analysis and active decision-making, as opposed to statistical analysis and passive information production. And so it is with customer retention. Our research question is simple, proactive and forceful: "How can you improve continuously the value proposition for your customers?" Our answers are fresh and bold.


Building Brand Loyalty . . .
Studies suggest that the link between satisfaction and actual behavior is tenuous, indicating that satisfaction does not always lead to a high degree of repeat purchase behavior. You need more.

. . . the Rockhopper Way
We work with our clients to develop pencil-sharp strategies that improve significantly the customer experience, encourage and reward customer loyalty, and, ultimately, increase the value of your company. Our difference is rooted in a fundamental shift from the role of a "contractor" who simply presents the data to that of a "colleague" who interprets the evidence.


Increasing Share Of Wallet…
Beyond brand loyalty, the final step in the relationship-building process is when a company succeeds in both up-selling and cross-selling additional products or services to its existing customers. You need market insights and creative solutions to increase share of wallet in today's competitive economy.

. . . the Rockhopper Way
Most research projects are conducted in a reactive, isolated fashion. From customer acquisition to increasing share of wallet, most organizations don't begin to maximize the fulfillment of customer needs and their own market value. They leave money on the table, and they leave themselves vulnerable. Our approach to research is that it should be decision-directed. We aren't concerned with presenting you with "interesting" results; we are keen on providing insightful knowledge that leads to nothing less than brilliant decisions.