Why customers
There’s a big difference between listening and hearing.
How real people think and feel about being customers, and what they want to say to brands.
Why customers
Digital has taught us that customers create the £-value in brands.
Post-digital, the imperative isn’t to ‘listen’ to customers, but to properly hear and act on the stuff that matters to them. 
Leveraging the £-value of customer satisfaction (and helping O2 win more awards).
Client story:
O2 Telefónica
O2 Telefónica
Creating a ‘North Star’ for omnichannel, end-to-end customer journeys.
Client story:
John Lewis Partnership
John Lewis Partnership
Understanding the value to customers of improved digital personalisation.
Client story:
A Global Digital Brand
A Global Digital Brand
Re-defining the Commercial bank.
Client story:
Lloyds Banking Group
Lloyds Banking Group
Creating a ‘North Star’ for omnichannel, end-to-end customer journeys.
Client story:
John Lewis Partnership
John Lewis Partnership
Segmenting around risk to increase the tax take, and probably, achieve a record ROI.
Client story:
HMRC
HMRC
What we do
We help brands understand, and play into what matters to customers.
Our role is to ensure a deep, honest understanding of what matters drives strategy, brand delivery and measures.
Who we are/ Our thinking
‘Post-digital customers’: a major new study.
Our ground-breaking study of post-digital customers – combining ethnography, film and photography, with in-home interviews and large-scale research – will be published in early 2018. Request a copy. 
AA
Allianz
Argos
Asda
Audi
Avios
Aviva
AXA
B&Q
Barclays
BEIS (Business)
Betfair
Big Bus Tours
Boots
British Gas
Brother
BSI
BUPA
Cabinet Office
Camelot
CBI
Citroën
City & Guilds
Co-operative Group
Conran Shop
Deutsche Bank
DfE (Education)
Direct Line Group
DWP (Work & Pensions)
Dow Jones
E.ON
Environment Agency
eBay
Experian
Fiat
Fidelity
Financial Conduct Authority
Financial Times
General Motors
Goodyear
Google
Great Western Railway
HBOS
Heathrow Airport
H&SE
HMRC
Home Office
Honda
Insolvency Service
Investors in People
J Sainsbury
Jaguar Land Rover
John Lewis
Kings College, London
Legal & General
Legal & General
Lloyds Banking Group
London & Partners
Marks & Spencer
MasterCard
McDonalds
Mercedes-Benz
Met Office Metropolitan Police
NatWest
npower
O2
Office of Fair Trading
Ofgem
Open University
P&O Cruises
Paddy Power
Pensions Regulator
Post Office
PwC
Prudential
RAC
Red Bull
Renault
Rockefeller & Co
RSA Insurance
RBS
Royal Mail Group
Royal Society of Arts
Sainsbury’s Bank
SEAT
Skoda
Sky
Sony
SSE
Tempur
Tesco
Toyota
TUI
UK Hydrographic Office
UWE, Bristol
Valuation Office Agency
Vauxhall
VisitBritain
Virgin
Vodafone
Volkswagen
VW Commercial Vehicles
VW Financial Services
Volvo
Wall Street Journal
Zurich
Talent/Careers
Join our team
We are currently looking for talented people to join our team in the following roles. Find out more.
Research Director
A role for a Research Director with an all-around experience across qual and quant methodologies with an ability to win and develop client work.
Senior Research Consultant – Tracking
A new role for someone who can oversee and bring best practice expertise to our growing portfolio of continuous tracking work. As well as technical proficiency, we are looking for an ability to lead and develop people, and contribute to new business.
Senior Research Executive – Quant & Automation
An exciting role for someone with 2 years’ experience in quant research with strong technical knowledge and an interest in automating processes.
Talent
wanted.
Great
prospects.