Financial and Insurance Services

Our work in the financial and insurance service industries focuses on enabling our clients to understand the market from the consumers’ point of view and to analyze the role of other intermediaries, such as retail branches, advisors, or agents.

Specialty areas include:

Market segmentation
Buyer behavior
Product development studies, including conjoint and discrete choice analysis
Tracking studies
Studies of consumer attitudes and behaviors
Customer journey mapping and other experience mapping
Loyalty and retention
Agent productivity and growth

Case Study

MMR Strategy helped a leading financial services company improve its customer experience by addressing areas of concern in the purchase cycle.

Problem	Analysis	Results
A service client wanted to increase its market share. Recent developments in channel, distribution and pricing caused changes in the marketplace. The purchase cycle is relatively long and complex, and the product is expensive. The client wanted to understand where in the purchase cycle to invest resources to generate growth.	MMR analyzed the customer purchase cycle in detail. We identified strengths and weaknesses of each brand during key phases of the customer experience: awareness, brand image, consideration, purchase, usage, and repurchase.	The client was able to focus resources on the parts of the purchase cycle where performance was weakest. Within the purchase cycle, be it regarding image or consideration or usage, the client knew how specific elements of the experience needed to be changed to improve the customer experience.