Staying close to customers has never been more important.
Nothing is changing faster than ourselves.
Staying close to customers has never been more important. Companies that thrive, even during volatility, often succeed because they invest in their customer – and they’re able to anticipate core needs, even as they evolve. So what matters to customers right now? We’re exploring lock-down, and what follows it, from the customers’ perspective.
2020 “In” Review
In March of 2020, we launched “Customer, Now” to understand how people’s lives are changing amidst the new realities thrust upon us in 2020. As a study of humanity, COVID-19 created the context of the world’s biggest deprivation study – having forced people everywhere to spend time without. Without the intimacy of human touch, the normalcy of day-to-day routine, nor the predictability of tomorrow. The main question we get from clients in regard to our “Customer, Now” work, is “what’s gonna stick?” What will change and what will revert back to the way it was? However, we believe it’s the wrong question. Rather, brands should be asking “what’s possible now that wasn’t even imaginable before?” Read more
We explore the dangers of echo chambers, and how they limit exposure to ideas, voices, and others’ truths. Read more
The “Sustainability” disconnect
We explore the disconnect between how people vs. companies look at our environment. Read more
Living in the grey
Shifting from the hope of ‘normal’ to the dread of ‘what’s next?’ Read more
Being authentically inclusive
For customers, inauthentic action is worse than inaction Read more
Believing our excuses
What makes change stick? And why do we resist real change? Read more
The intersection between racial injustice, COVID-19, and the forces of change they represent Read more
Habits of control
Customers offset negative feelings from the pandemic with positive feelings they can create and control for themselves Read more
The widening empathy gap
People are experiencing the same thing very differently Read more
Guilt in everything
Discovering that guilt isn’t entirely successful at keeping us in check Read more
Insight is pivoting around a new normal.
Insight leaders at the world’s biggest brands are pivoting their methodologies and approaches to navigate what’s happening now. We’re sharing best practices from our clients and our colleagues, as a way to support the industry.
The Better Why
In this fast-changing world, nothing is changing faster than ourselves – both as customers, and as brands. For insights leaders and customer activists this presents a moment of accelerated change and opportunity. Are we ready? Read more
Healthcare, Now. What we’ve discovered about coping in a crisis
C Space engages with hundreds of thousands of people – patients, caregivers and physicians – every day. They’re generating insights that are helping our clients understand how COVID-19 is affecting lives, informing and de-risking decisions about how to address those needs. Healthcare as we know it will be forever changed. Helping our healthcare clients anticipate future opportunities and mitigate risk has never been more urgent. Read more
The Crisis Playbook, Part 1: Business Tactics During, and After, COVID-19
How we work needs a radical rethink. To support our clients, we’re building a best practice playbook for businesses: how to navigate now and plan for what’s next. Read more
Customer Inside: A Practitioners Guide to Online Communities
Twenty years ago, when C Space pioneered online communities the landscape was unrecognizable from today. We partnered with the Market Research Society (MRS) and 130 client side practitioners to explore & understand how to get the most out of online communities (and the agencies that run them). Read more
How we are pivoting with our clients.
How we are working with the world’s leading brands to keep them closer than ever to customers.
Nothing is changing faster than ourselves.What’s happening with customers right now and what should business do next?
Suddenly, these two questions became a lot more complicated; the answers require us to get beyond the numbers, headlines and hyperbole in search of simple, scalable human truths.
That’s why we’ve launched Customer, Now., a project to document, explore and understand lock-down, and what follows it, from the customers’ perspective.
Through our global communities, we are tapping into the human truths behind customers’ experiences in real-time; exploring their inner worlds more deeply, and creating fresh, generative insights and implications to share with our community.
There’s one guiding insight that’s immediately become clear: in this fast-changing situation, nothing is changing faster than ourselves. This is what we’re exploring through Customer, Now.
It’s not uniform change, nor is it constant. It’s an evolution of our inner lives, our relationships, family, friends, home, health, work and, inevitably, our customer behaviour. And it’s more rapid than we’ve ever seen before.
Through Customer, Now. we'll deliver to our community an insight, and its implications, every week. With this work, we have one simple aim: to drive a brighter, more progressive, customer-inspired version of tomorrow.
Explore the episodes:
01: Community as essential as food
02: The opposite is also true
03: Survival of the Simplest
04: We before me
05: Humanity in the balance
06: Guilt in Everything
07: The widening empathy gap
08: Habits of control
09: Energy beyond the moment
10: Projecting injustice
11: Believing our excuses
12: Being authentically inclusive
13: Embracing our Truths
14: Living in the grey
15: The “Sustainability” disconnect
16. Reinforcing Myself
17. 2020 “In” Review