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Building deep customer connections. Creating lasting customer relationships. Delivering customer satisfaction. Learn More

 

Kinship Consulting is a customer experience strategy and market research firm that focuses on building emotionally-connected customer relationships.

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WHAT WE DO

Market Intelligence

Delivering actionable industry insight to grow market share and adequately position for the changing competitive landscape:

  • Market Share Analytics and Forecasts

  • Market Growth Strategy/ Opportunity Assessment

  • Competitive Intelligence

  • Win/Loss Programs

  • Market Outlooks and Futurist Studies

  • Customized Market White Papers

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Customer Insights/ VOC Programs

Providing sophisticated customer market research and Voice of the Customer programs in order to better know, target, and retain your most desired customers:

  • B2C and B2B Voice of the Customer Research

  • Usage and Attitudes Studies

  • Brand Positioning Research

  • Marketing Communications / Value Proposition Testing

  • Customer Segmentation

  • Discrete Choice Modeling / Product Development

  • Creating Insights and Research Centers of Excellence

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End-to-End Customer Experience Programs 

Developing  the overall roadmap to customer experience (CX) excellence and innovation that delivers customer satisfaction and retention:

  • Building Enterprise NPS/ Customer Satisfaction Programs

  • Setting CX Strategy

  • Human-Centered Design/ CX Blueprints and Roadmaps

  • Process Improvement/ Operational Excellence

  • Rapid Prototyping/ Agile Transformation

  • Program Management

  • CX Governance

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INDUSTRY EXPERTISE

HEALTHCARE

Kinship specializes in developing patient and member-centric strategies and programs for healthcare providers, insurance plans, and service providers:

  • Medicare Advantage Member Satisfaction Programs

  • Optimizing MA CAPHS and HOS scores to achieve 4+ Stars

  • Voice of Member Programs

  • B2B NPS programs

  • Member retention strategies and programs

  • Patient and member engagement

FINANCIAL SERVICES/ INSURANCE

Kinship Consulting has expertise in addressing the customer-focused needs of financial services and/ or insurance companies.  Areas of expertise include:

  • NPS and Voice of Customer Programs

  • Customer experience insights and analytics

  • Market share analytics

  • Home Lending Customer Experience

  • Customer segmentation

  • Marketing campaign ROI optimization

BUSINESS PROCESSES

Extensive experience and expertise in optimizing specific business functions:

  • Call center optimization

  • Digital channel optimization

  • Marketing campaign ROI

  • Product Development and Management

  • Sales Force Optimization/ Account Planning

  • Program Management

OUR CAPABILITIES

Qualitative and Quantitative Research 100%
Market Outlooks and Forecasts 100%
Voice of Customer/ NPS Measurement 100%

Customer Experience Strategy 90%

Customer Journey Mapping 90%

Journey Analytics 90%

Predicative Modeling - RapidMiner 90%

Descriptive Analytics - Tableau 90%
Go-to-Market Strategy 90%
Loyalty Economics 80%
Marketing Campaign ROI 75%

GET TO KNOW US

Who we are

Kinship Consulting is a customer insights and experience consultancy.  We create positively memorable customer experiences that create strong customer connections — the kind we would describe as “kinship”.

What we do

We help our clients optimize customer value  and seize new market opportunities by passionately focusing on the customer.  We put the “Customer First” in everything that we do.

Why we do it

Strong emotional connections with your customers drive increased loyalty, deeper relationships, longer tenure and engagement.

We are inspired and motivated to create customer connections that could be described as “kinship” — the kind of bonds and connections found among family and close friends.

Where we do it

We take a holistic, end-to-end view of B2C and B2B customer relationships — whether they be transactional or relationship based.