Client stories


Understanding customer journeys for infrequent purchases

We followed people through the often long journey mattress purchasing to unravel the customer decision process for TEMPUR. The journeys debunked many myths about the purchase journey and showed up where customers gain and lose confidence in their decision-making, as well as the importance of cementing early-made brand decisions through every step. The customer research challenged accepted marketing funnel wisdoms and opened stakeholders eyes to the notion that mattress purchasing is often far from a neat, linear line and demonstrate where the brand needed to focus its customer messaging and trade support to enhance confidence in brand selection.

Client: TEMPUR

Project: Customer purchase journeys

Services: Longitudinal qualitative journeys, customer portraits, marketing strategy