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driving customer behaviours

Commercial outcomes often hang on customer behaviour change.  Maximising influence for minimal cost is much science and a little art, best drawing on deep experience of what works.

Our service design capability ranges from full-service (from inception, market definition, concept testing, segmentation, customer profiling, prototypes, customer experience design, user-testing and A-B testing iteration) to ad-hoc consultations.

In this market, our focus on outcomes and commercial deliverables stands out. We don’t specialise in fancy slideware or brochures for the C-Suite. We just generate the insights you need, telling you what matters so you can get on with it.

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Solving customer pinch-points

Crafting behavioural solutions to boost conversion rates is a core expertise. We provide a range of support: from tinkering “nudges” to drive quick wins, to data- and evidence-driven solutions to optimise segment-specific conversions.

We’re up to date with new “nudge” techniques developed in academia. But more importantly, having implemented a plethora of solutions in different contexts, we understand what works best, when, and with which types of customers.

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Finding out what works

We approach behavioural challenges with a scientific mindset, providing bespoke analytic solutions to understand and solve business challenges. We pride ourselves on being at the leading edge of academic rigour, but with a nimble and flexible approach.

Where appropriate, we draw on existing customer data and models, generate novel primary research, and/or craft operational-focused segmentations. We advocate and support the use of piloting. adaptive A-B testing, and pragmatic evaluation technqiues to optimise solution impact.

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Sharing our expertise

Drawing on years of cross-industry experience in delivering diverse solutions, we provide high level advice to senior business leaders. Aimed at the C-Suite or just below, we consult on:

• service design and marketing strategies,

• putting together the right teams to deliver customer insight, marketing and business growth objectives,

• evidence-based approaches to any human challenge in your business: developing product/pricing strategies, harnessing institutional know-how, designing employee incentives, enabling a productive workplace.