We capture the intangible, the imponderable and the seemingly downright impossible We capture the whole customer experience
As businesses shift their focus from post pandemic recovery to growth, now more than ever, the need to truly understand how your customers experience your brand has become the new marketing imperative. It’s all about experiences.
Capturing them, Measuring them, Analysing them.
And THIS is what we do.
Resistance from internal stake holders to move away from the traditional, rational category approach towards a more emotional platform.
Our intervention led to a revenue increase of + 350% over a 5 year period
Proving and providing a tangible link between future NPS investment and increased revenue.
The CX tool we developed increased NPS by +13 points, reduced churn by 4% and increased customers by 10%.
Understanding when to invest in Brand versus supporting retailers with their local coms.
We provided deep insight into the total customer journey, enabling smarter more confident investment decisions for LG and their retailers.
Owned Channels: next frontier for marketing effectiveness measurement
This new report called Owned Channels: The next frontier for marketing effectiveness measurement, authored by Fiona Blades, our Founder, was launched at IPA EffWorks. It offers an exploration into the untapped position, value and relevance of Owned Channels.
Gone are the days when a great product alone drove profits.
Marketers today need to consider every way that people encounter their brand. Great experiences creating real value for people build advocacy, which leads to acquisition, as well as retention and increase in share of wallet.
Share of voice (SOV) has always been an important metric for marketers to monitor.
It helps us to understand how prominently we are promoting our brand versus competitors. But SOV only measures what we, as marketers, push out.