Page under development - iLoyal has recently acquired the CX practice of OC Marketing Analytics and is rebranding loyalty related consumer research services as iLoyalCX.

Customers are Speaking - Are you Listening?

Improve customer loyalty, retention and grow profits with customer satisfaction research.

Do you truly understand how your business and brand are being perceived by your customers? Most companies think they do, but when they find out a lot of customers aren't actively, or directly complaining, the truth is hard to find. Gain a better understanding of your customers true feelings through our Surveys & Research Services. Then you can immediately take the actions necessary to improve your operations by solving customer satisfaction issues, gain better insight into your brand positioning or customer perception, and most importantly, maintain and improve customer retention for long-term business health.

  • 96% of all unsatisfied customers will simply leave a business without informing the business of a problem.
  • It is 5-7 times more expensive to gain a new customer than it is to retain existing customers.
  • Satisfied customers tell 5 others about good treatment; dissatisfied customers typically tell at least 9 others.
  • 70% of the reasons customers switch has little to do with product or service characteristics, but instead, the quality of the customers’ interactions with the firm.
Request Info Schedule Meeting

Customer Surveys & Research

Improve customer loyalty, retention and grow profits with customer satisfaction research.

Do you truly understand how your business and brand are being perceived by your customers? Most companies think they do, but when they find out a lot of customers aren't actively, or directly complaining, the truth is hard to find. Gain a better understanding of your customers true feelings through our Surveys & Research Services. Then you can immediately take the actions necessary to improve your operations by solving customer satisfaction issues, gain better insight into your brand positioning or customer perception, and most importantly, maintain and improve customer retention for long-term business health.

  • 96% of all unsatisfied customers will simply leave a business without informing the business of a problem.
  • It is 5-7 times more expensive to gain a new customer than it is to retain existing customers.
  • Satisfied customers tell 5 others about good treatment; dissatisfied customers typically tell at least 9 others.
  • 70% of the reasons customers switch has little to do with product or service characteristics, but instead, the quality of the customers’ interactions with the firm.
Request Info Schedule Meeting

Customer Insights

Improve customer loyalty, retention and grow profits with customer satisfaction research

Customer Insights is a full-service customer satisfaction solution that applies a robust survey application for data collection. OC Marketing Analytics researchers program a custom survey solution for

Request Info Schedule Meeting

Customer Service Strategy

Content is king. You have to understand that there are many types of content for different strategies. iLoyal will sit and create a content and distribution strategy that is sure to increase engagement and response from your fans and followers.


Response & Emergency Response

It’s common that agencies will pop in from now and again to answer small questions on your Facebook wall or from Yelp, but it’s even more common that they will go days and weeks with questions, comments and critiques unanswered. iLoyal has created an internal process with the ability to “jump” on each comment or question posted on Facebook and other sites. We will go out of our way to provide the response and customer service your fans and followers are looking for in near real-time.


*Did you know in order to gain a "Very Responsive" Facebook Response Badge you need...

Response Rate of 90%
Response Time Within 15 Min. 100%

Time Frame and Reliability

Like most social media companies, monitoring your brand by the minute is extremely vital, including providing the reputation management services that most brand come to desire. iLoyal does all that, too. It’s the one critical factor that will drive our response and customer service strategy each hour, day, week and month.


Measurement

What good is marketing if we can’t measure it. YES, social media MUST provide an ROI to any business. Any social company that says they can’t measure this are not properly trained marketers at all. Based on the objectives and strategies we create for your brand, iLoyal will recommend a measuring system that ensures we are on track saving and/or making your company money through social media WITHOUT cannibalizing sales from gimmick social promotions that most agencies like to offer to prove their service is profitable.


Like Increase 45%
Campaign ROI 85%
* Examples of measurements

Benefits of Customer Insight

Customer Insights is a full-service customer satisfaction solution that applies a robust survey application for data collection. iLoyal researchers program a custom survey solution for your needs and budget. then perform basic and/or advanced data analysis, and deliver an easy to understand, comprehensive survey report. Overall, this program is designed to help you:

Measurement

Truly understand and measure customer satisfaction and retention,

Action Strategy

Identify the actions necessary to maintain and grow customer loyalty,.

Impact Assessment

Assess the impact of customer satisfaction initiatives on overall business performance