Irudhaya Chandru

Market Probe

Market Probe specializes in technology enabled business solutions that deliver Voice of Market Feedback to improve business operations. Our Voice of Market approach includes the latest multi-channel customer experience management solutions, with a strong focus on feedback systems designed to the needs of front line managers and channel partners in Business to Business programs. Our research shows that good customer experiences elevate the value of the brand in a customer's eyes, resulting in customers freely sharing their good experiences in social media and other personal channels. We have seen that this helps brands attract new customers, thus growing their business. To capture these combined benefits, Market Probe has defined a new construct - customer advocacy. Advocacy drives loyalty and customer growth, making it the most powerful metric for a business to monitor. Every customer experiences a progression of stages in their product ownership. Loyalty and advocacy have to be earned by a brand by providing good experiences to customers across their product ownership. Our comprehensive approach to business solutions includes capabilities such as data visualization, configurable dashboard modules, social media analytics, benchmarking, software based coding and text analytics. We harness these tools to deliver insights that reveal the impact of customer experiences on customer loyalty and advocacy, leading to business growth for our clients. Market Probe has particular expertise in helping clients migrate their programs from traditional tools to digital data collection platforms, with the appropriate calibrations that protect historical measurements. This helps our clients with enhanced response rates, customer engagement and cost savings. Our approach also delivers value by expanding the scope of our client's market feedback programs to critical customer facing operations that may not have been completely covered using traditional data collection methods.