Our work is typically about helping clients
Attract & develop customers
Usage and attitude studies
Segmentation & value stream mapping
Targeting
Addressing loyalty and retention
Build engaging brands
Strategy
Brand definition
Positioning
Communications
Marketing effectiveness
Design & optimise customer experiences
Journey mapping
Voice of customer & customer feedback systems
CEX consultancy
Investment prioritisation
Track & improve brand and customer metrics
Customer tracking, including CEX, CSAT/CSI, CVIs and NPS
Brand tracking
Analysing multiple data sources
Customer value analytics
Opportunity modelling
Our research capabilities
Since 1987, we’ve underpinned effective strategy projects with outcome-focused and award-winning research, operating across
Qualitative
Our ‘open dialogue’ approach shares the real issues with customers, achieves more respectful engagement and delivers a more truthful and deeper connection
Quantitative
Our ‘quant with a qual mindset’ ethos helps clients see the signs and signals through the data noise
Tracking
Our tracking systems connect, integrate and organise multiple research and data sources to provide a holistic view of customers
Analytics
Our dedicated and wide-ranging analytics function provide commercially-focused outputs, clear explanations, and honesty around possibilities and limitations
How we work
We’re typically upfront with customers about what we’re trying to do and why, and treat them as equals.
Lay the foundations
Establishing reach, context, purpose and application of the project
Explore the landscape
Conducting and drawing on different sources of research, data and customer understanding
Uncover the human story
Illuminating findings to reveal the real customers whys
Deliver direction
Creating commercial impact through realistic and achievable strategy
Our specialisms include
Utilising our own digital engagement classification and study into post-digital customers to understand the way customers engage with brands in a modern landscape
Engaging, challenging and helping to manage senior stakeholders
Synthesising and interpreting multiple sources of insight
Accessing hard-to-reach audiences
Running customer closeness events
Being straight talkers. We know when to say ‘no’ and how to be honest with clients if we feel they’re doing wrong by customers
SECTOR EXPERIENCE
We have an equal focus on B2B and B2C and in the public sector. We work in the UK and conduct projects internationally across
Financial Services
Retail
Automotive
Telecoms
Travel & Leisure
Client stories
How our work translates into results