Helping an international cruise line keep their guests’ needs at the heart of future digital development
Reading Time: < 1 minutes
Reading Time: < 1 minutes
A leading global online food delivery company had the objective of enhancing their customer engagement and operational efficiency. They aimed to humanise consumer data, ensuring that insights drawn from user behaviour are deeply personalised and relevant. This initiative was part of their broader strategy to launch a new customer experience program, designed to elevate the overall satisfaction and loyalty of their diverse group of clients. Additionally, they sought to enable seamless data access across their organisation, allowing for more informed decision-making and agile responses to market demands. By collaborating with us, they were confident in achieving these goals and driving a more meaningful connection with their customers.
Together with the client, we organised a two-week festival to engage internal stakeholders through creative and collaborative activities focused on customer insight and experience. This immersive event was designed to foster a deeper understanding of consumer needs and preferences, enhancing the effectiveness of the new customer experience program. All participants were recruited from their Insight Community, ensuring that those involved were already familiar with the company’s values and objectives. This collaborative approach not only facilitated the humanisation of consumer data but also empowered the team to leverage these insights more effectively, ultimately leading to a more cohesive and customer-centric organisation.
"A proper festival vibe across two weeks, focused on celebrating the customer - it was the perfect timing to help refocus on the importance of primary research and getting out to talk to customers", CEO
The Customer Festival was a pivotal event for this global online food delivery company, fostering a profound cultural shift within the organisation.
Engagement drives change – interactive and immersive events can enhance team engagement and drive cultural change.
Customer-centric focus – prioritising customer insights and experiences leads to tangible improvements in service and feedback.
Collaboration and access – enabling data access and fostering collaboration are crucial for ongoing success.
Reading Time: < 1 minutes
Reading Time: < 1 minutes Making customer insight accessible and actionable across Asda. Our Insight Community of over 40,000 members has become known within Asda for offering fast access to customer opinions, providing an instant ‘temperature check’ on customer mindset – as well as deep insight on both strategic and tactical topics.
As a cause-driven conservation charity the team at National Trust also wanted to know how best to communicate strategy messages to audiences.
Ensuring customer-centricity is embedded across the UKs largest network provider through the creation of three Insight Communities aimed at three distinct groups.