Solve your big customer challenges with smart customer insight.
Using our customer research toolkit we will guide you through the process of connecting to your customers. We will work with you creating a customer roadmap, articulating your customer strategy, gathering the intelligence, providing the solutions to your big customer challenges and supporting the development of initiatives to improve them. We will discover the intelligent actionable insight that gets to the heart of your customer’s motivations and emotions - their purpose.
We tackle big business challenges
Winning new customers
Identifying, connecting and acquiring the right customers will drive the growth and profitability of your business.
Growing Customer Loyalty
The right blend of product satisfaction and emotional connection will build customer loyalty and feed your business’s sustainability and longevity.
The closer you are to your customers the more successful your creation of innovative products will be.
Using a smart insight toolbox...
Customer Experience Management
Get to know what your customers think and feel, and use that information to develop strategies to attract new customers and build loyalty. Identify areas where your customers are experiencing difficulties, and devise solutions to keep them coming back for more
Ensure that your new products and services have the greatest impact by fully understanding how they are performing and how they are being received by actual customers. Identify the attributes that resonate with your audience, and use that knowledge to optimise innovation and create an exceptional customer experience
Connected Customer Personas
Gain insight into your customers' behaviour and discover the things that matter most to them. Use this knowledge to improve your brand and communication strategy, attract new customers, and build loyalty. Reach your target audience accurately and unlock your brand's full potential
Understand the steps your customers take before purchasing, and identify the factors influencing their decisions. Maximise acquisition and build loyalty by ensuring each touchpoint is as positive as possible. Take action to improve each touchpoint and create a seamless customer experience
Brand Strength Optimizer
Evaluate the strength of your brand in the marketplace and optimise the path to advocacy. Compare your performance against competitors and key KPIs to find areas for improvement. Build loyalty by understanding what matters most to your customers and taking steps to meet their needs
With a range of methodologies...
An expert-designed questionnaire is the key to making this essential quantitative tool yield telling insights
Bringing customers, or non-customers, together over a short period to discuss their experiences, share their stories and explore their feelings and attitudes through a series of interactive tasks and facilitator-led conversations.
A really personal, up-close way of understanding so much more about the lives of your customers as they record and reflect on their use and interaction with a particular product or aspect of your service.
Online focus groups
A small group, facilitated by an experienced researcher, brought together to have an open and frank discussion about your, or a competitors’ products or even new service.
One-to-one interviews that provide an opportunity to have a deep and detailed conversation about a customer’s lived experience. They often yield very moving and emotional stories that have a big impact.
Uncover the visual story of your customers’ interaction points with your brands. By walking in your customers shoes through their current experiences will aid in creating the ideal experiences that you want to deliver.
Developing your Customer Experience Roadmap
A long-term plan for continuous improvement will deliver a competitive advantage and ensure long term growth for the business. The roadmap encompasses the following elements:
Build & develop the customer strategy
The strategy shapes the way forward and determines the research needed and the intelligence required to deliver sustainable success and growth against the customer challenge.
Gathering the customer intelligence
Insight is at the heart of a great customer roadmap, listening to customers and developing a greater understanding of their needs, desires, motivations and their purpose enables businesses to deliver experiences that truly matter.
Driving action & ROI
Turning insight into action is the key to delivering great experiences, showing customers that you have listened to them and taken action is a powerful driver of customer loyalty and advocacy