Pfizer – global pharmaceutical company
Developing a series of patient-centred insight programmes, using life stories and individual accounts of healthcare to support a greater understanding of those living with conditions such as dementia, arthritis, atrial fibrillation and cancer.
Argos – iconic UK catalogue and multichannel retailer
Across a range of projects, we have developed customer experience and journey maps, focussing on home delivery and furniture, and enabling improvements across all trading channels.
World Duty Free – UK’s largest airport retailer, including London Heathrow and Gatwick Designed and delivered a customer insight study, identifying the current role and future opportunities for duty free shopping in the lives of Business and Leisure travelers.
Crabtree & Evelyn – global skincare brand and gift retailer – we created a consumer-led brand strategy for repositioning C&E to attract a wider and more engaged customer audience. Since then, we have further supported the business in consumer insight programmes, updating its understanding of customers in line with market changes.
Circle – provider of sheltered housing, care & support services for around 300,000 people across the UK We are currently developing a customer experience programme, capturing insight from all of Circle’s partners and providers. Our insight will offer Circle in-depth visibility of their customers’ needs and support the creation of thriving communities and enhancing life chances.
QVC – the world’s leading TV retailer
Developed a customer experience engagement workshop, tailored to enable team leaders to build customer loyalty through ‘customer listening’ within their departments. Successfully deployed across the senior management team of over 100 employees.
Ordnance Survey – the definitive topographic survey and maps of Great Britain – conducted in–depth research programme to understand what consumers wanted to achieve from mapping products and services in the future and identify unmet needs. The work successfully identified products for prototyping as well as a new consumer segmentation for the leisure consumer.
Scudamore’s Punting Company – the iconic Cambridge river boats along the River Cam – designed and delivered a customer experience induction & training programme for all employees. Now providing ongoing support for brand differentiation, marketing and employee engagement.