Specialist smart agile, approaches to customer understanding

Getting clients closer to their customers, informing better decision making

Delivered through intelligent platforms

Harnessing technology for efficiency, richness of insight, and elevated communication

Cultural Insight Identifying future customer needs and markets

Cultural Insight takes research beyond the here and now, to help you effectively plan for tomorrow. We identify the cultural shifts and emerging lifestyle needs that are shaping what consumers will demand from you in the future.

Taking an ‘outside-in’ approach to research, we draw from a wide range of sources including experts, social intelligence and leading edge-consumers, and use frameworks such as semiotics, behavioural science and future scenarios.

Cultural insights are combined with consumer research to identify a clear path forward, and used to support innovation that is bigger than category and brand.

Customer Closeness Knowing your customers and markets

Businesses increasingly feel disconnected from the people and lives behind research, making it harder to be distinctive, disruptive and innovative.

Immersing businesses in the lives and needs of real people can make a huge difference, building empathy and inspiring new ideas.

How do we do it?

  1. Bring existing insights to life, helping them to go viral in the business
  2. Empower staff to collect insights and consider implications
  3. Work with customers to build ideas and solve problems

We work as part of your extended team, bringing the expertise, technology and energy to build deep connections with your customers.

Innovation Understanding human needs, developing better products and services

To drive great innovation requires us to obsess about the lives that customers lead.

Our insight communities provide that clear voice. To power the conversation between you and your customers, embedding that voice straight into the centre of your innovation activity.

We have end-to-end approaches to ensure that customer needs are reflected wherever you are in the process. Our tools help you validate product concepts at an unprecedented speed, providing the evidence and confidence you need to take the right decisions.

How do we do it?

  1. Map your territory and understand your consumers' unmet needs and jobs to be done
  2. Build relevant ideas to feed the pipeline, finessing through a number of cycles
  3. Validate the power of the idea, the message and take-out through to market sizing

We work tirelessly to get it right - testing and learning at each stage of the product innovation cycle, from early-stage concept and design, iterating and improving until you’ve created that winning concept.

Design Thinking has transformed the way business does Innovation development. As your innovation process spins faster, we’re ready with the skills, the technology and the energy to keep pace.

Brand Development Reaching and connecting with your market

The best strategy work starts with a deep understanding of commercial and category dynamics. We start with a microscopic understanding of behaviours and motivations and use this – along with ‘critical community friends’ - to help brands grow.

How do we do it?

  1. Explore what the brand does for people
  2. Understand how to translate brand identity into great experiences
  3. Establish how the brand can connect with people

In a world of dynamic relationships between consumers and brands, we make it easy to learn about what people are saying and doing and understand what they want from you.

Customer Experience Delighting your customers

Customer Satisfaction measurement is no use until it drives action. It starts with customers uncovering pain-points and moments of delight.

We combine measurement, diagnosis and action, exploring what the customer needs and setting an action-plan.

How do we do it?

  1. Define good and bad
  2. Prescribe where to make a difference
  3. Act to retain and build relationships

It’s not enough just to know something has happened, we help you understand why and what to do about it.

Our intelligent platforms

Long-term Community Panels

Verve Community Panels bring together the intimacy of in-depth qualitative research, the scale of sophisticated quant and panels, and the veracity of behavioural data, meaning we deliver smarter research and more powerful insight ecosystems:

  • Built on our best-in-class Community Panel platform P1
  • Two-way integration of client data supporting better sampling, analysis & understanding
  • Direct access to non-customer/market samples via our Voices Community Panel
  • Comprehensive range of online and on-mobile qualitative, quantitative and co-creation approaches
  • From full service to supported self-serve and loads of options in between
  • Established frameworks for supporting a range of insight requirements

Verve Community Panels mean no more siloed projects, claimed behaviour, participants as sample and slow ‘project’ processes. It’s like having a group of your customers in a room next door, who you can talk to whenever you want, about whatever you want, quickly, cost-effectively and in joined-up a way!

Integrating Data

More and more data are produced all the time about customers and their attitudes and behaviours. But how useful is it?

Ad-hoc, research panels and communities often don’t connect to customer data; while data sources like media exposure and purchase panels can’t provide answers to the ‘why’.

We combine regular feeds of behavioural and transactional data with ‘always on’ research capability, enabling our clients to learn from more rounded data sets.

What does this mean?

  • Sharper targeting and better validation of research results
  • More frequent profiling of customer segments by attitude
  • Deeper profiling of customers who switch segment
  • Improved explanatory power on changes in behaviour
  • Sizing value of new concepts by linking to behavioural segmentation
  • Identification of markers that lead to behaviour change, sizing at-risk cohorts
  • Understanding which win-back approaches have the best impact

Elevating the Communication of Insight

Insight has no value unless it gets used. However, research often doesn’t focus enough on communication or it’s thought about at the wrong time - after the work is completed.

Our approach is different.

  • We develop an overarching strategy for best practice insight communication
  • We form a clear plan to execute it on a project-by-project basis
  • We don’t assume long-form PowerPoint decks are the only way to reach people
  • Use digital techniques to improve how insight is shared and engaged with

So, whether it’s an insight broadcasting tool that enables all of your business to quickly skim, dip or dive into stories they might find interesting (like Tinder for business!) or digital immersions with 1000’s of stakeholders, we deliver insight communication that gives your stakeholders the emotional incentive to act.