WHAT DO WE DO?

We specialise in drawing business-changing insights from social data (comments from social media, questionnaires etc.). Because it lets people tell you how they really feel. And if you give people that freedom, they’ll always surprise you.

What’s the best way to find out what you don’t know?

Identifying HOW customers think about your brands, products and services and what influences them can be extremely valuable for marketers and agencies who are looking to improve their customer experience and come up with new creative campaign ideas.

WE ANSWER QUESTIONS ABOUT

Understanding human behaviouir
Human Behaviour
Relations between consumers and brands
Customer experience
Evaluate marketing effectiveness
Marketing effectiveness
Innovation + NPD
Innovation + NPD

A new view on Human Behaviour

Listening to what thousands of people are saying to one another about a specific topic is the best way to learn what they really think, feel and behave.

We can help you pinpoint what your target audience find interesting and/or relevant so that you can design products, services or content that people want to engage with. Here are some questions we’ve helped some great brands answer:

WHAT MAKES MEN ANGRY WHEN DRIVING?
WHAT’S IT LIKE HAVING AN INCURABLE DISEASE?
WHAT MAKES A GOOD NIGHT OUT?
HOW DO PEOPLE SEE WATER?
HOW DO PEOPLE FEEL ABOUT THEIR HAIR?
WHY ARE PEOPLE INTERESTED IN ENERGY?
WHAT’S IT LIKE TO VAPE?

How do people feel?

The relationship between consumers + brands

It’s where people and business come together. Social media is alive with discussions about each stage of the customer journey. And the comments people leave in surveys often hold the key to unlocking ‘why’ something’s happening.

Free-form text analysis lets you see these interactions from your customer’s point of view instead of your own. You’ll see what they choose to talk about, how they really feel and what drives them to get involved. Here are some examples of the questions we’ve helped answer:

WHY DON’T NEW GUESTS COME BACK?
WHY IS OUR NPS DECLINING?
WHAT DO CONSUMERS SEE ABOUT US ONLINE?
HOW DO WE TURN ‘LIKE’ INTO ‘LOVE’?
IS OUR WEBSITE GOOD ENOUGH?
ARE OUR STRATEGIC CHOICES IMPACTING OUR CUSTOMERS?

How people interact with each other

Evaluate marketing effectiveness

We can help you track and measure the immediate and long-term impact of your marketing campaigns.

Free-form text gives you a different perspective on how effective your spend has been. We can help you go beyond the normal metrics to understand your effectiveness in consumers’ terms. Example projects include:

WHAT EMOTIONAL IMPACT DID OUR CAMPAIGN HAVE?
HOW DO PEOPLE TALK ABOUT US / OUR COMPETITORS?
DO OUR CAMPAIGNS REFLECT REAL CONSUMER INTERESTS?
DID WE CHANGE HOW PEOPLE PERCEIVE US?
HOW CAN WE IMPROVE OUR AGENCY BRIEFINGS?
WHAT IMPACT DID OUR CAMPAIGN HAVE ON SOCIAL MEDIA?
DID WE SHIFT THE CONVERSATION?

How people interact with brands

Ideas grounded in real-life experience

If you listen to consumers talking naturally (without a researcher present) you’ll get a genuine snapshot of how people interact with your products and services on a daily basis. This gives you a chance to see what works, what excites and what frustrates.

Meet their needs, develop them into working products and evaluate their impact on the market. Some of the innovation and NPD questions we’ve helped answer include:

WHAT FRUSTRATIONS ARE THERE IN OUR CATEGORY?
CAN WE FIND UNMET NEEDS FROM FRUSTRATIONS?
HOW ARE EARLY ADOPTERS INFLUENCING THE MAINSTREAM?
WHERE DO PEOPLE GO TO FIND SOLUTIONS TO THEIR PROBLEMS?
HOW ARE CONSUMERS REACTING TO OUR NEW PRODUCT OR SERVICE?
HOW ARE OUR COMPETITORS INNOVATING?

If you listen to consumers talking naturally (without a researcher present) you’ll get a genuine snapshot of how people interact with your products and services on a daily basis. This gives you a chance to see what works, what excites and what frustrates.