Win the hearts of consumers.

Customer Strategy


Decades of prodigious research shows that organisations flourish if they consistently deliver personalised and remarkable experiences to customers. When customers feel delighted at every interaction and across all channels, they increase their spend, make repeat purchases, and spread the word. Yet designing better customer experiences is a sophisticated challenge.

This is why we work diligently to help our clients know customers better, solve pain points in customer journeys, and master the art of customer care.

What We Do

01

CUSTOMER INSIGHTS

Our consultants produce unbiased customer insights that illuminate a pathway towards a more effective customer strategy. We bring the customer to life by collecting a wealth of information through a diverse range of qualitative and quantitative research methods, such as street interviews, ethnographic market research and focus groups. We then analyse trends and demographic data to contextualise these findings within broader consumer dynamics.

02

CUSTOMER SEGMENTATION

Once we process a sizeable amount of information about the attitudes and expectations that shape customer behaviour, we create personas to profile different customer groups and liaise with our clients to identify the customer segments that have the most potential. To better understand customer preferences, we often employ modern statistical techniques, such as conjoint analysis, and help clients capitalise on segment-specific insights.

03

CUSTOMER JOURNEY ANALYSIS

Developing an exceptional customer strategy requires more than just an understanding of customer expectations. Using various research techniques, such as mystery shopping, we rigorously analyse what consumers experience when they interact with our clients and map out customer journeys. This way we help clients address customer pain points and deliver outstanding customer service.

04

CUSTOMER EXPERIENCE OPTIMISATION

The mantra of any successful customer strategy is to continually undergo changes in anticipation of shifting consumer expectations. For that reason, our consultants bring together the insights of a wealth of research to help clients rethink how they connect and build relationships with customers. We follow a holistic approach and generate actionable suggestions to help forward-thinking organisations impress customers with every interaction.


Results You Can Expect

Our clients see improvements in the following areas.

Customer Satisfaction
Customer Loyalty
Gross Profit Margin

Selected Projects

We develop strategies that don’t just look good on paper.

41%▴

IN NUMBER OF ACTIVE USERS

A digital startup had developed a revolutionary blogging and content sharing platform but needed help identify and approach its target audience. Our consultants processed large quantities of data – dividing UK residents into key user segments for the client.
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6x

USER SIGN-UPS FROM THE UK

A China-based venture that aimed to connect worldwide fashion designers with Chinese manufacturers had been struggling to attract UK designers to use its platform. We interviewed over 50 British fashion designers to help the client incentivise potential users.
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