Accelerating growth and driving customer loyalty

We transform brands into customer devoted growth engines

The operating landscape has undergone a paradigm shift and a new, customer-first model is called for

The connected customer is shaping the future of marketing but many organisations deliver a fragmented customer experience and under-invest in their customer retention initiatives. 

This results in high customer acquisition costs, low retention rates and a dependency on unprofitable sales promotions to retain market share.

We exist to solve these challenges.

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“81% Of senior marketers expect to be competing mostly on the basis of customer experience by 2021” – Gartner

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“Consumer’s online attention spans have decreased from 12 seconds in 2009 to less than 8 seconds today” – Microsoft

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“84% Of customers say personalised service is very important to winning their business in 2019” – Salesforce

Latest thinking

The challenges that we relish

How can I develop an unfair competitive advantage with actionable insight?
We deliver actionable insight which enables you to simplify and focus the strategic agenda with total clarity
Insight solutions >
How can I accelerate my marketing return on investment?
We optimise marketing performance and help businesses build scalable marketing models
Marketing performance >
How can I increase customer loyalty and develop more profitable customer relationships?
We work with businesses to unlock total customer value and maximise customer's contribution to the bottom line
CRM & Loyalty >
How can the customer experience become automated and personalised to drive organisational efficiency and reduce churn?
We build connected customer experiences that enable greater agility and responsiveness to customer's needs
Customer experience >

Our approach

1. Simplify the strategy with insight

We are guided by the north star of insight which shows us where the opportunities lie and what the strategic priorities should be. By reverse engineering the competition’s strategy, mapping market movements and identifying customer’s unmet needs, we are able to build a more effective customer engagement and marketing strategy. This insight-led approach accelerates marketing effectiveness, keeps customers happy and simplifies the strategic agenda.

2. Integrate the brand around the customer

Customers expect brands to have a fully integrated approach across all of the channels that they engage. We upgrade the current customer experience, sales journey, CRM and customer loyalty initiatives to deliver a fully integrated, effective experience. We leverage insight, data and technology to achieve this.

3. Operate with agility

Customers move fast. Having the agility to react to their changing demands can give businesses a significant competitive advantage. We separate out the signal from the noise by building data-driven dashboards that enable businesses to make faster, more accurate decisions about how to better convert, engage and serve their customers. These dashboards operate as a command centre to monitor customer satisfaction and digital marketing performance. We introduce optimisation programmes that enable customer experiences, customer retention and conversion rates to progressively improve over time.