We design and execute structured interview programmes that uncover deep customer insights. One-on-one conversations reveal the context, emotions, and reasoning that quantitative data alone cannot capture.

What's delivered:

• Research design and interview guide development
• Participant recruitment and scheduling
• In-depth interview execution (in-person or remote)
• Transcript analysis and insight synthesis
• Findings report with strategic implications

We create research-backed personas that bring customer segments to life. Unlike fictional personas based on assumptions, ours are grounded in real customer data and validated through ongoing research.

What's delivered:

• Research-backed persona development
• Demographic, psychographic, and behavioural profiles
• Goals, pain points, and decision drivers
• Media consumption and channel preferences
• Persona cards and team training materials

We map the complete customer journey from awareness through purchase and beyond. This reveals touch points, emotional states, and friction points - identifying opportunities to improve experience and drive conversion.

What's delivered:

• End-to-end journey documentation
• Touchpoint inventory and importance mapping
• Emotional journey and moment of truth identification
• Pain point and friction analysis
• Opportunity identification and prioritisation

We capture and analyse customer feedback at scale - reviews, support interactions, survey responses, and social mentions. This reveals patterns in customer sentiment and identifies issues and opportunities across your customer base.

What's delivered:

• Multi-channel feedback collection and aggregation
• Sentiment analysis and trending topics
• Competitive voice of customer comparison
• Theme extraction and insight synthesis
• Ongoing monitoring and alerting setup

We analyse actual customer behaviour - purchase patterns, website interactions, engagement signals - to create actionable segments. Behaviour-based segmentation predicts future actions better than demographics alone.

What's delivered:

• Behavioural data audit and integration
• Purchase pattern and lifecycle analysis
• Engagement and loyalty indicators
• Predictive segment development
• Activation strategies per segment