Automotive: Experience covers the full spectrum of leading automotive manufacturers across luxury, 4×4, mainstream volume brands, sport cars, vans and motorcycles

Consumer Goods: from furniture to fashion, gold jewellery to petfood …. a wide range of product categories

Restaurants and Coffee shops: A world leading coffee shop chain and some smaller restaurant chains

Public Transport: all modes of public and some private transport too

Retail: UK and global retailers and shopping centres:

Sectors:  grocery, furniture, DIY, fashion, health-food, shoes, outlet

Channels: stores, online, TV

Travel & Tourism: travel agents, holiday companies, airlines, cruise, tourist organisations and destinations

Leisure and Tourism Report

A few examples of standout projects:

Turning a mass of data into valuable insight

A client was establishing a new 5 year plan and needed help to distil the mass of data and insight they had into a succinct and clear story. Qual and quant data from 7 different projects was refocused around the core pillars of the strategy such as communications, store design, brand perception, product offer etc. Targeting analysis in this way ensured the knowledge was accessible to all stakeholders and the workshop session was therefore able to quickly hone in on the actions and priorities for the strategy.

Path to purchase – a very valuable piece of research for any business

Understanding how people choose and buy products and services in the omnichannel world is vital to ensure a business operates in a cohesive way. Purchase journey projects conducted for a number of diverse clients have shared a common outcome. By providing a detailed understanding of the role each touchpoint plays in the decision-making process individual stakeholder teams are able to see the big picture.  Combining that overview with specific insights for each channel, marketing communications and the product/service offer ensures these projects provide huge ROI for the clients. Outcomes from these projects have included actions such as website wording changes, bundling of product offers, instore staff training, brochure content, advertising messaging and placement, omnichannel strategy and many more both strategic and tactical outcomes.

Innovation in customer satisfaction

Getting customer feedback in the retail store environment cost-effectively is always a challenge. Interviewers in store is hugely expensive, but the cheaper alternatives such as invites on till receipts don’t always give robust data (Some years ago I wrote a short piece on using till receipts to get shoppers to surveys – the fundamentals of the situation haven’t changed) To counter this with a major global retailer, store staff were enlisted to help with the recruitment of customers to a self-completion survey. Clearly there is a ‘hidden’ cost in this in terms of internal staff costs, but the benefits were considerable; much lower external cost, robust sample sizes, representative sample and importantly, a client team who believed, trusted and owned the results.

Knowing the decision-making process is key to getting communications right

A brand offered a range of products that could be classified either by the flavour or their method of manufacture. Marketing and price lists were structured around the ‘internal’ classification of the way they were made. However, research showed clearly that the first stage of the consumer decision making process was around flavour and then they would decide on type of product (i.e. method of manufacture). Based on this insight the communications and price lists were restructured into flavour groupings, leading to greater customer understanding and better product performance