Customer experience analysis
Customer experience has been a hotly debated marketing topic for the last decade. Our teams take a pragmatic approach to better understand customer needs to engender a more customer-centred philosophy for the companies we work with. Programmes can take many forms, but we begin with an effort to better understand a portion of the customer journey, attain a detailed understanding of the desires, anxieties and motivations of the customer and then develop plans to improve the experience for customers over time.

Rapid prototyping
If an experimental approach is preferred for shaping your retail environments, we can install our designers and customer insight specialists in-store to make changes to the customer experience on-the-fly. First, our team will observe how the store is used by customers and staff. Second, we will make changes by moving furniture, bringing in new items of furniture or taking some out and by changing the way products and services are merchandised. The changes to traffic flows and sales interactions are monitored and the changes are made to the concept.

Perception & image testing
Testing the perceived values and attributes of various customer groups is the way most companies benchmark and monitor the performance of their brands. These regular surveys act as a dashboard for brand performance and can be used to guide decisions on positioning in the market. There are standardised industry tests like a Brand Image Monitor or a Usage and Attitude Survey than can be used as a structure, or we can design a specialised study according to your needs.

Advertising & identity tests
During the development of creative deliverables, we often test different alternatives with key customers. We use proprietary web-based surveys that incorporate drag and drop visual displays to get more accurate and more complete responses.

Employee surveys
While employee satisfaction surveys have been used for years across many industries, measurement of how well the brand is leading the culture are relatively new. Our experts identify cultural patterns that should be manifested if the brand is being used to shape the culture at a company. We benchmark key cultural characteristics and monitor them with you over time to help guide large change programmes and everyday management imperatives.

Opportunity mapping
Often, our teams lead client teams through a series of exercises designed to identify initiatives that should be developed as a result of the new insights we have gained from research. The process focuses on transferring understanding from between our teams and on developing a detailed action plan that can be used to initiate quick and simple changes to the way customers experience your brand.