Customer Experience
Drive Retention, Loyalty, and Growth
Growth depends on understanding your customers. Hanover helps organizations uncover who their customers are, what they need, how they make decisions, and where experiences create friction or loyalty — turning customer insight into actions that improve acquisition, retention, and revenue.
Customer insight to guide high-stakes experience and revenue decisions
Built for actionable CX
Sophisticated analyses translates customer signals into clear CX priorities, aligned to the decisions leaders need to make.
Decision drivers beyond surface metrics
Our methodologies are designed to uncover the emotional and behavioral drivers behind churn, loyalty, and spend — so you know the why behind customer decisions.
A unified view across the customer journey
We connect behavioral data, surveys, and customer feedback to isolate what truly drives outcomes, reduce false signals, and ensure decisions focus on what matters.
Trusted by 1,000+ companies for customer insights
Customer experience solutions built for a full customer view
Customer Understanding
Know who to target and who will convert.
Define core and expansion segments to focus resources, tailor engagement strategies, and increase efficiency and profitability using our proprietary 19-point framework.
Develop actionable profiles that align sales, marketing, and product teams around the audiences most likely to drive growth.
Customer Behavior and Conversion
Pinpoint how decisions happen and how to win.
Map the full customer relationship and identify critical touchpoints and decision drivers to reduce friction and optimize conversion.
Uncover the decision-making process to identify who, where, how, and when to engage customers for maximum impact.
Identify the true drivers behind competitive wins and losses to refine positioning, strengthen messaging, and improve close rates.
Prioritize high-value opportunities to improve pipeline efficiency, sales focus, and revenue velocity.
Customer Needs and Loyalty
Discover what matters and what drives retention.
Understand customer pain points, sentiments, and expectations to prioritize improvements that strengthen loyalty, retention, and brand performance.
Move beyond scores to uncover the drivers of loyalty, renewal, and churn, enabling targeted improvements that strengthen retention and revenue performance.
Identify and prioritize unmet needs and buying motivators to guide product development, positioning, and investment decisions.
Identify what’s driving customer behavior – and what to fix first
Turn customer signals into experiences that drive loyalty
Data you can defend
Transparent methods and rigorous validation ensure stakeholders trust the findings, so decisions hold up under scrutiny and drive alignment.
AI-Powered Analysis with Expert CX Guidance
AI accelerates synthesis across channels, while experienced analysts translate findings into clear priorities, risks, and next actions so you can move faster with confidence.
Betterworks Innovates Sales Outreach and Messaging with Hanover’s Support
We recently completed a series of projects with Hanover Research that have been extremely helpful for our sales outreach and messaging. First, we completed a survey of potential customers that helped us truly understand what our potential customers care most about—such as demonstrating a return on investment. And then we were able to extract some impactful proof points to demonstrate our impact through a series of interviews with our customers. Not only were we able to get some great insights, but we also got several quotes that were pre-approved for marketing purposes. The insights and content from these studies will be used in our outreach and marketing across our sales outreach over the coming year.
– Dennis Villahermosa, Senior Director, Product Marketing
Manitou Group Innovates Its Compact Earthmoving Equipment Based on Customer Preferences
“In our mission to center our products around the customer, we strive to regularly incorporate customer feedback into product and service design. We needed to not only understand how customers feel about this equipment, but how they view Manitou and our competing brands as a whole. Hanover’s analysis provided detailed insights into customer preferences for this equipment and the competitive landscape, helping us stand out further in the market and meet our customers’ biggest needs.”
– Jeff Weido, Senior Director, Product Management & Marketing
BIC Leverages Hanover Partnership to Access the Consumer Voice
“We want buyers to learn what consumers want, and recognize that the product decisions we make are grounded in research. Because Hanover’s research helps our retail teams build buyer interest, applying this data has resulted in an overall increase in lighter sales.”
– Keith Last, Brand Manager, Lighters
Hanover Research Quantifies Promotion Offers for Princess Cruises
“We use Hanover for consumer insights projects that require more sophisticated research methodologies than our team has the capability for. Additionally, we never know what research questions will be coming our way so we value Hanover’s ability to switch gears quickly as we need them to. Being able to access this type of research on command has been a real asset to my team.”
– Brent Haydamack; Director of Market Research & Consumer Insights, Princess Cruises
Bluescape Explores the Competitive Landscape with Hanover’s Sales Battlecards
The recent sales battlecards study provided by Hanover gave our team invaluable insights into evolving SaaS pricing models and strategies. We use the sales battlecards, in combination with our own internal feature comparison guide, to ensure the sales team is well-equipped for success. The follow-up voice of customer research gave us insights into the customer mindset and expectations. Specifically, it grounded our understanding of the core needs of customers.
– Tom Loza, VP Business Development and David Kung, Director of Product Marketing
Customer clarity for confident growth decisions
Organizations turn to Hanover when CX decisions need to reduce churn, strengthen loyalty, and prove revenue impact.
Understand who your customers are and what drives them
Map and improve the end-to-end customer experience
Analyze journeys and paths to purchase to identify friction, optimize touchpoints, and increase conversion.
Prioritize the right customers and opportunities
Focus sales and marketing on high-value segments and leads most likely to convert and grow.
Capture and act on customer feedback
Unite surveys, feedback, and behavioral data to surface trends, identify issues, and guide experience improvements.
Stop churn at the source to boost loyalty
Identify switching triggers and loyalty drivers to improve retention and long-term customer value.
Identify unmet customer needs and areas for differentiation
Uncover gaps in current offerings and identify new ways to deliver value and stand out in the market.
Drive faster, more confident CX decisions
Accelerate insights and tie CX priorities to revenue with expert-validated, defensible evidence.
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