DIRECTTV

DIRECTV retained Cicero to assist in establishing a baseline level of existing satisfaction and to then understand what was needed to constantly improve the services delivered to thousands of customers. Cicero approached this challenge by using focus groups, online surveys, telephone surveys, secondary research, in-depth interviews, and substantial ethnographic research to regularly evaluate branding and product optimization recommendations, customer segmentation and profiling studies, new sales and marketing strategies, reallocation of advertising mediums, pricing models and market acceptance forecasts, sales channel optimization, and ongoing customer satisfaction tracking and loyalty indexes.