Solutions for... Customer understanding

It can be difficult to pinpoint today’s customer. Everything is moving so fast. Trends come and go. New channels keep emerging. Understanding what makes your current and prospective customers tick allows you to tailor brands, products, pricing and communication to specific groups, so you can make best use of limited resources. So how can you get closer to them?

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Customer closeness & personas

Putting customers at the heart of your business means you need to understand what the world looks like through their eyes. We can help bring segments to life with richness and colour so your stakeholders can recognise them immediately, and help you tap into real thoughts, opinions and decisions 24/7. Walk in your customers’ shoes and feel what they feel, and make customer-centric decisions that drive brand growth.

  • Meet the customer workshops.  
  • Applied ethnography. 
  • Speed dating. 
  • Immersive interviews.
  • Self-ethnography.
  • Video pen portraits.

Customer journeys & experience

Understanding the complexity of customer journeys means you better understand their expectations. Unpick the differences in experience so you can tailor your response to customers’ needs. Track your progress and see what’s driving your customer experience and Net Promoter Score.

  • Passive metering.
  • Map tasks.
  • In the moment diaries.
  • CEX tracking. 
  • Collaborative supergroups. 
  • Temperature checks. 

Customer listening

Traditional research only gives you answers to the questions you know to ask. Sometimes you want to understand what customers are talking about themselves. Harvest organic conversations. Expose the topics, tensions and goals in you customers’ lives and where your brand fits in.

  • 24/7 social listening.
  • Conversation IQ. (the NLP analysis feature within the ex-plor platform)
  • Analysis of customer touchpoints, customer service, NPS etc.

 

Meet some of our clients who already have the insight edge

Get granular knowledge on your customers.

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