What we do
We’re hired to unlock what customers really want from an organisation, and use that insight to design customer experiences that drive loyalty.
To achieve this, we’ve created in-house techniques which define how customers themselves evaluate the benefit they receive from products & services, including linking so-called ‘intangible’ customer benefits such as “confidence” and “trust” to the physical activities and incurred costs that drive such feelings.
We offer both end-to-end experience programmes, as well as more tactical solutions to specific problems. Within our programmes, our clients can expect:
- Qualitative and quantitative research programmes - pinpointing differences in loyalty between customer profiles. Our specialist panels and customer labs structure the innovation process to explore loyalty factors at any step in customer interaction
- Loyalty Lifelines - our trademark diagnostic where we identify where in their experience journey, customers are starting to lose their faith in the process or brand, and recommend ways to fix the problem before it’s too late. We also uncover how to encourage new customers to become faithful, by positioning loyalty driver messages at appropriate times and places in marketing communication
- Out-of-industry benchmarking – identifies innovative and best practice learning worldwide, to offer fresh thinking and detailed case studies.
- Creative Workshops – innovative facilitated sessions, typically generating over 100 ideas per session, built around the benefits that customers value most
- Channel Troubleshooting – in-depth audits, pinpointing where customer benefits can be reinforced in channels such as retail, call centres and websites
- Customer Induction Programmes – orientation and training sessions, aimed at immersing new employees in what customers value most, and encouraging a customer-first attitude across executives and frontline employees alike.
