Consumer Electronics                     New Product Development
Client needed to introduce a new line up of televisions to reverse
market share loss.  In order to respond quickly they decided to
target the largest audience with the fewest number of models.  
Surveyed market to identify consumer preference for display size,
technology, features.  Analyzed competition in head to head
comparison vs. proposed line up.
CATV Provider                                                          Market Sizing
Client losing share and wanted competitive benchmark of take rates
and impact of pricing.  Surveyed market to identify willingness to
pay, usage patterns, factors impacting usage and substitution.
Content Provider Provider                       Customer Satisfaction
Client needed baseline assessment of how users perceived their
services and how they would react to a changes in the line up.
CATV Provider Provider                    New Service Development
Client needed to upgrade existing plant to meet broader service
offering offered by competition.  Sized the potential market for
different technology platforms, used primary market research.  
HDTV penetration identified as critical factor in technology selection.
Equipment Vendor                            New Product Development
Client sought to bolster position in the Lodging Industry with
introduction of new product line that offered guests a broader array
of choices.  Conducted primary research to identify customer needs,
preferences, and willingness to pay
Entertainment Provider               Customer Satisfaction Survey
Client was experiencing high churn in teen market and sought
advice on how to refresh their offer.  Primary market research
identified key drivers of churn and means to increase revenue
through incremental usage and prepay offers
Customer Insights Consulting
Typical Engagements
CATV Industry
The CATV Industry faces an
unprecedented level of competition
today.  It is imperative that providers
understand the characteristics of
their customer base and offer
services and a line up that satisfies
customer’s demands for more
content at a price point that meets
their willingness to pay.  

Churn will be the industry's Achilles'
heel over the next few years.  
Customers will be enticed to switch
vendors for more content, more
HDTV, lower price and other
promotions.  Every competitor
needs a strategy to play in this new
environment.

The triple (quadruple) play has been
an effective way to reduce churn but
in the long run customers return to
value, satisfaction, and brand loyalty.

Whether you represent a content
provider, equipment vendor, or
service provider you should
consider either an ongoing survey of
your customers or a subscription to
our quarterly study.  Click here to
see an example survey.