Using ethnography and text analytics to understand the customer journey

Our work helped our client to understand unmet practical and emotional needs in the specialist baby formula market to inform communications strategy….

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28th September 2020

Using eye tracking to really understand how people shop for ale

We used a biometric approach to measuring non-conscious behaviours at the aisle to improve the shopper experience and boost sales in the…

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28th September 2020

Understanding the dieting journey to inform brand strategy

Using qualitative behavioural techniques to map the weight-loss journey and barriers to behaviour change in order to inform a customer segmentation. The…

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28th September 2020

Using behavioural frameworks to inform marcomms strategy

How we helped a marketing team to change behaviour among their target audience by using behavioural science to improve their comms. The…

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28th September 2020

Understanding protection through employer and consumer closeness

A fresh approach to a long-standing marketing challenge: unpicking the drivers of financial protection The challenge Swiss Re needed to understand consumers’…

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3rd February 2020

Providing best-in-class service to private health insurance customers

Health insurance providers don’t just need to deliver a service that’s speedy and professional: they need to meet the needs of their…

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3rd February 2020

Engaging with vulnerable customers

We get close to less-seen and seldom-heard sections of society, and articulate their needs effectively – making us an invaluable research partner….

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3rd February 2020

Driving customer engagement through customer closeness

Understanding decision-making and service interaction during a series of key customer journeys, and identifying ways to drive up engagement. The challenge Our…

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3rd February 2020

Product innovation through customer closeness

Helping a leading brewery to profitably develop and extend its portfolio  The challenge A leading global brewer needed to get really close…

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3rd February 2020

Helping a major rail operator to communicate better during disruption

How could our client enhance the customer service experience, even when communicating travel disruption to passengers? The challenge Our client needed a…

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3rd February 2020