From customer experience tracking and measurement to developing and implementing some of the largest and most successful NPS programs in the world, we discover and prioritize opportunities for improvement, measure whether your brand is being supported or undermined by the customer experience, and identify the touch points that have the largest impact.

Your product and/or service’s success depends on how easily people understand how to purchase it, see the benefits, and choose it over alternatives. As markets expand and fragment, consumers’ choices also evolve. Customers’ paths also differ by market and for specific target segments—there is rarely a one-size-fits-all solution. Our approach to mapping the path-to-purchase and customer journey allows our clients to:

• Create purpose-focused experiences and products—driving purchase and brand connection 
• Quantify and clarify marketing impact—identifying the right channels and influences at the right time
• Invest in the right messaging and calls-to action—clarify your core value proposition and communicate it effectively
• Identify and prioritize the journeys that matter—establishing guidelines and plans for advertising, media buying, and emerging technologies

COVID-19 has shifted consumer loyalty program priorities. Our approaches to loyalty program development help you break through the clutter, understand which behaviors are likely to continue, identify which customers are the most loyal, and determine whether you’re offering the right rewards to the right members.

Early in a consumer decision journey, people tend to apply fast thinking, and shift into slow thinking as they near a final choice. To optimize influence, marketing should be tailored to the mode of thinking that drives decisions at each stage. Our Fast+Slow approach helps brands uncover how key decisions are made on the journey to choosing your brand, how to capture attention and drive consideration when people are thinking fast, and how to remove barriers and facilitate the choice when people are thinking slow.