Research and Insights – CSPN – Customer Service Professionals Network

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CSPN leverages qualitative and quantitative insight solutions to aid our clients in understanding and improving their customer, citizen, and employee experiences. CSPN’s approach combines human-centric research, advanced analytics, and data visualization to uncover and bring experiences to life.

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Qualitative

[/cspn_content][vc_column_text]CSPN leverages a variety of qualitative techniques to understand concepts, opinions, or experiences of your customers, citizens, or employees. We leverage these techniques to gather in-depth insights into a problem or generate new ideas or methods.

Characteristics of qualitative research methods:[/vc_column_text][cspn_content scheme_color=”#d75728″ font_size=”18px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”yes” custom_bullets_color=”#2481bc”]

Collect data in real time where the participants are experiencing problems
Work towards solving complex issues through in-depth understanding of experiences
Build trust with the research team to uncover unfiltered insights

[/cspn_content][vc_column_text css=”.vc_custom_1663889588274{padding-top: 20px !important;}”]Our methods include:[/vc_column_text][cspn_content scheme_color=”#d75728″ font_size=”18px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”yes” custom_bullets_color=”#2481bc”]

Ethnographic Research – observe and/or interact with participants in their real-life environment to develop a deep understanding of the problem
Focus Groups – group interviews with a small number of participants who have common traits or experiences
In-depth Interviews – intensive interviews with one or a small number of participants to explore perspectives on a particular idea, situation, or problem
Mystery Shopping – observational research technique to report on quality of service and experience

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Quantitative

[/cspn_content][vc_column_text]CSPN leverages a variety of quantitative techniques to find patterns and averages, make predictions, test casual relationships, and generalize results to larger populations. Quantitative data enables CSPN to provide data-driven decisions backed by statistically significant analyses.

Characteristics of quantitative research methods:[/vc_column_text][cspn_content scheme_color=”#d75728″ font_size=”18px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”yes” custom_bullets_color=”#2481bc”]

Collect reliable and accurate data with standardized data collection
Perform a wider scope of data analysis techniques and process data from larger samples

Survey Research – design and administer surveys across digital, telephone, and in-person channels
Descriptive Research – obtain data to describe a population or segment of interest
Correlational Research – investigate relationships between variables or concepts of interest
Experimental Research – systematically examine if a caused-and-effect relationship exists between variables

Insight Solution Outcomes

[/cspn_content][vc_column_text]At CSPN we bring experiences to life. Following our advanced data collection approaches, we transform data into vibrant, relatable, and useful insights. We do this through experience design techniques best suited for your business needs. As each project is unique, we leverage a large toolbox of analysis techniques and design artifacts that are customized to you.[/vc_column_text][cspn_content scheme_color=”#d75728″ font_size=”18px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”yes” custom_bullets_color=”#2481bc”]

Customer Persona and Journey Mapping
Pain Point Identification
Affinity Diagraming
Sentiment Analysis
Key Driver Analysis

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Quantitative Research

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Surveys (On-line, Mobile, SMS, Phone, Cross-Platform)
Advanced Data Collection (Video/Media Upload, Automated Voice Surveys)
Conditional Logic, Multi-Page Forms, and Conversational Forms to Humanize the Experience
Menu-Based Conjoint Analysis
Supported By Technology Solutions Including: Qualtrics, Medallia, CATI and Survey Monkey

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Qualitative Research

In-depth Interviews
In-Person or Virtual Focus Groups
Mystery Shopping
Ethnographic Studies
Online/Digital Communities
Supported By Technology Solutions Including: Recollective, Zoom, WebEx, MS Teams

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Data Analysis

Statistical Analysis (descriptive and inferential)
Customized Online Dashboards
Powered by Technology Solutions (Indicated Above)

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Key Outputs

Customer and Citizen Survey Models, Analysis, and Insights Report
Qualitative Research Analysis and Insights Report
Digital Dashboards

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Key Value

Gain a Deep Understanding of Customer and Employee Satisfaction and Loyalty Drivers
Establish Organizational, Customer, and Employee Benchmark Metrics
Align Organizational, Customer and Employee Experience and Service Strategies with Real-Time Data and Insights

[/cspn_content][/vc_column][/vc_row][vc_row disable_element=”yes”][vc_column][gg_buttons responsive=”yes” container_align=”center” container_align_sm=”center” container_align_md=”center” container_align_lg=”center” style=”tiertairy_blue” button_title=”CASE STUDY SAMPLE”][/vc_column][/vc_row][vc_row disable_element=”yes” css=”.vc_custom_1616183607747{margin-top: 0px !important;padding-top: 0px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/3″][cspn_content scheme_color=”#2480bb” font_size=”36px” line_height=”1.2em” text_color=”#2480bb” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]

CX/CS strategy lets you build memorable, strategy-focused customer experiences

[/cspn_content][/vc_column][vc_column width=”1/6″][/vc_column][/vc_row][vc_row gap=”15″ equal_height=”yes” disable_element=”yes”][vc_column width=”1/2″][vc_column_text]Does your company have a suitable customer experience (CX) and customer service (CS) strategy in place? When you keep your company’s strategy focused on delivering strong customer experiences, high-quality customer service (CS) will follow. If you want to maintain a loyal clientele and ensure the future growth of your company, you must focus on your CX/CS strategy.[/vc_column_text][/vc_column][vc_column width=”1/2″][vc_column_text]CSPN works with you to develop a vision for your CX/CS strategy. That vision includes implementing the latest design trends and adopting the best practices that positively impact your bottom line. We are a strategy-focused company that knows great customer experiences start from within.[/vc_column_text][/vc_column][/vc_row][/vc_section][vc_section full_width=”stretch_row” disable_element=”yes” css=”.vc_custom_1616183624793{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 30px !important;padding-bottom: 0px !important;background-color: #ffffff !important;}” el_class=”watermark watermark-right watermark-attach-top”][vc_row css=”.vc_custom_1559128772868{margin-top: 0px !important;padding-top: 0px !important;}”][vc_column width=”1/6″ css=”.vc_custom_1559128805630{margin-top: 0px !important;padding-top: 0px !important;}”][/vc_column][vc_column width=”2/3″][cspn_content scheme_color=”#595d5f” font_size=”36px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”yes” custom_bullets=”” css=”.vc_custom_1567779601406{margin-bottom: 45px !important;}”]

How We Help You Make Your Customer Service Vision a Reality

[/cspn_content][/vc_column][vc_column width=”1/6″][/vc_column][/vc_row][vc_row gap=”15″ css=”.vc_custom_1567779635759{margin-top: 0px !important;margin-bottom: 30px !important;padding-top: 0px !important;}”][vc_column width=”1/2″ el_class=”vc_col-sm-push-6″ css=”.vc_custom_1559127150090{margin-bottom: 30px !important;}”][vc_single_image image=”2920″ img_size=”560×360″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” css=”.vc_custom_1595964628922{margin-bottom: 0px !important;padding-bottom: 0px !important;}” link=”#”][cspn_content scheme_color=”#2481bc” font_size=”16px” line_height=”1.2em” text_color=”#999999″ remove_vertical_margins_paddings=”yes” remove_shortcode_autop=”yes” custom_bullets=”” css=”.vc_custom_1559127121569{margin-top: 15px !important;border-left-width: 2px !important;padding-left: 10px !important;border-left-color: #2481bc !important;border-left-style: solid !important;}”]The importance of a well defined / designed CX Vision & Strategy is critical to an organizations ability to be truly client-centric.[/cspn_content][/vc_column][vc_column width=”1/2″ el_class=”vc_col-sm-pull-6″][cspn_content scheme_color=”#111111″ font_size=”28px” line_height=”1.2em” text_color=”#111111″ remove_vertical_margins_paddings=”yes” remove_shortcode_autop=”yes” custom_bullets=””]

Customer Journey Mapping

[/cspn_content][vc_column_text css=”.vc_custom_1595964601731{margin-top: 15px !important;padding-top: 0px !important;}”]Have your customer experience strategy visualized in a consumer journey map that displays how you want your customers to interact with your business. This visualization must accommodate customer personas and backup plans when issues arise.

Consumer journey mapping enables management to see how employees are interacting with your customers. The process enables you to build a concrete customer service strategy as a result. At CSPN, we are experts at coming up with a customer journey mapping that fits your business’ mission.[/vc_column_text][/vc_column][/vc_row][vc_row gap=”15″ css=”.vc_custom_1567779630385{margin-top: 0px !important;padding-top: 0px !important;}”][vc_column width=”1/2″ css=”.vc_custom_1559127191866{margin-bottom: 30px !important;}”][vc_single_image image=”1238″ img_size=”560×360″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” css=”.vc_custom_1568216446747{margin-bottom: 0px !important;padding-bottom: 0px !important;}” link=”#”][cspn_content scheme_color=”#2481bc” font_size=”16px” line_height=”1.2em” text_color=”#999999″ remove_vertical_margins_paddings=”yes” remove_shortcode_autop=”yes” custom_bullets=”” css=”.vc_custom_1559127121569{margin-top: 15px !important;border-left-width: 2px !important;padding-left: 10px !important;border-left-color: #2481bc !important;border-left-style: solid !important;}”]The importance of a well defined / designed CX Vision & Strategy is critical to an organizations ability to be truly client-centric.[/cspn_content][/vc_column][vc_column width=”1/2″][cspn_content scheme_color=”#111111″ font_size=”28px” line_height=”1.2em” text_color=”#111111″ remove_vertical_margins_paddings=”yes” remove_shortcode_autop=”yes” custom_bullets=””]

Digital Customer Experience

[/cspn_content][vc_column_text css=”.vc_custom_1567779725228{margin-top: 15px !important;padding-top: 0px !important;}”]Today’s market puts immense emphasis on digital experiences, making them just as important as physical interactions with customers. Ensuring an intuitive website interface is essential when more and more clients prefer interacting with companies online.

Fulfill your customer experience vision with CSPN. We have over 20 years of experience helping companies create digital personalities to accommodate the brands they’ve worked so hard to build.[/vc_column_text][/vc_column][/vc_row][/vc_section][vc_row disable_element=”yes”][vc_column][cspn_content scheme_color=”#2480bb” font_size=”36px” line_height=”1.2em” text_color=”#2480bb” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]

See why improving your CX/CS strategy can improve your bottom line

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