Customer Experience Solutions

Get a 360-Degree View of the Customer

Delight customers, drive new sales and reduce customer churn with comprehensive customer experience insights

Optimize the customer experience when you have a crystal-clear understanding of your customers’ behaviors.

Hanover simplifies the complex customer journey using insights from customer data, survey results, and first-hand feedback. Using it, you will create an unparalleled customer experience based upon a comprehensive, 360-degree customer view.

Companies that tailor offerings to buyer segments secure 15% more annual profit.

Our customer experience insights give you a 360-degree view of the customer situation

Voice of the Customer

Provides critical insight into the customer experience, including expectations, preferences, and habits, to understand how to most effectively reach your target audience through quantitative data analysis and qualitative feedback.

Customer Segmentation

Uses cluster analysis or decision modeling to differentiate customers into meaningful groups based on behavioral, attitudinal, demographic and psychographic data. Approaches can include buyer persona creation for each cluster through qualitative research methods such as interviews or focus groups.

Buyer Persona

Generates nuanced descriptions of buyer groups typically differentiated by a combination of demographic and psychographic characteristics. Approach uses qualitative research methods (e.g., interviews, focus groups, etc.) to generate buyer persona profiles.

Customer Journey

Provides comprehensive data into each phase of the purchase journey including measuring pathway to purchase, decision-making process evaluation, customer journey mapping, needs assessment, customer satisfaction, lifetime value, and churn analysis.

Pathway to Purchase

Identifies a customer or consumer’s purchase journey – from initial inspiration or challenge to final purchase. Research primarily focuses on the activities and key inflection points within the purchase journey, as well as identifying the impact of brand, channel, and specific product attributes on purchase decisions. Approach combines both quantitative survey and qualitative research to provide data on the path to purchase. 

Consumer Decision Making Process

Examines the nuances and drivers behind purchase decisions. This research seeks to deep dive into rationale for a specific purchase and uses qualitative in-depth interviews to examine purchase drivers and rationale.

Customer Needs Assessment

Identifies key elements of the customer’s experience with a brand, product, and/or service including needs, pain points, and challenges, as well as purchasing behaviors and what attributes are essential. ​ Approach utilizes both quantitative survey and qualitative research to diagnose customer needs and pain points. 

Customer Satisfaction

Measures customers’ level of satisfaction with a brand, their likelihood to recommend a brand, and loyalty to that brand. Also uses ratings of brand statements and attributes to identify key drivers of satisfaction using quantitative survey methodology.

Learn more about our Customer Pulse Monitor.

Lead Scoring

Ranks and prioritizes leads to improve conversion rates and revenue using logistic regression models on historical sales data to predict conversion for each individual lead.

Featured insights

Join the companies securing 15% more annual profit

Hanover Research