We work with 200+ of the world's best brands (and 200,000+ of their customers in 96 countries) to solve challenges as diverse as: Product & Service planningComms planningCustomer segmentationBrand & Product positioningConcept developmentMarket entry planningAudience understandingCustomer experience

Bose

From product-centric to customer-obsessed

Bose is committed to building a more customer-centric culture by socializing customer insights across the entire organization. In doing so, customers have helped Bose to re-imagine current and future products as well as reinvent their retail experiences.

Contact Samantha Rothkopf, Vice President, Product Innovation, to find out more.

Audience understanding

Etihad

Redefining luxury at 30,000 feet

Global travelers, frontline staff, and designers helped Etihad to move from an airline brand to a hospitality brand. The award-winning Residence by Etihad™ redefined luxury air travel and 80% of the new onboard features were designed with customers.

Contact Charles Trevail, CEO, to find out more.

Concept development

McDonald's

Co-creating the restaurant of the future

McDonalds co created a future-focused restaurant format for families and young adults that is being rolled out into restaurants across the UK.

Contact Felix Koch, Joint MD, EMEA, to find out more.

Customer Experience

IKEA

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Contact Charles Drury, Associate Director, EMEA, to find out more.

Concept development
Our approach

We solve business problems from the customer’s perspective

Mayfair

Re-designing the patient experience

Bringing together patients and employees, we co-created an award-winning medical clinic of the future, founded on empathy.

Contact David Franke, VP of Innovation, to find out more.

Customer experience

Jaguar Land Rover

Helping convert consumer truth into business strategy

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Contact Ben Moncrieffe, Account Director, EMEA, to find out more.

Audience understanding

Walmart

Changing mindsets around the rural shopper

Rural customers shared their stories and insights with senior leaders at Walmart driving merchandise changes, increased in sales, and a new marketing campaign.

Contact Jessica DeVlieger, President, to find out more.

Audience understanding

Mars

Providing new tools for family fun

Shoppers worked directly with Mars executives to develop fresh and innovative ideas to boost sales and strengthen their relationship with one of the world’s largest retailers. The resulting “Big Night In” omni-channel marketing campaign led to a sell-through rate of 98.3% and a category lift of over 11%.

Contact Karen Sharp, Managing Director, CPG, to find out more.

Brand & Product positioning
Our technology

We built the tools that defined a category

Heinz

Co-creating a brand new category

Consumers helped Heinz solve over 100 business challenges, penetrate new food categories and create a 26% uplift in sales.

Contact Phil Burgess, Joint MD, EMEA, to find out more.

Product and service planning

ViiV Healthcare

Innovating with patients

ViiV Healthcare puts patients at the heart of its innovation process, including the creation of new products and services for individuals living with HIV.

Contact Chris Jackson, Director of Health, EMEA, to find out more.

Audience understanding

Santander

Launching the world’s biggest bank in the world’s biggest market

In 2013, Santander was the #1 retail bank in the world but had 0% awareness in the US when it planned to entered the US market. Working with consumers to launch their US strategy, Santander grew awareness, consideration and sales, with a breakthrough new product and positioning.

Contact Elisa O’Donnell, Managing Director, Financial Services, to find out more.

Market entry planning

British Airways

Bringing flatbeds to business: a smarter way to fly

Through a series of co-creation workshops with business travelers, senior management and designers, British Airways uncovered a simple insight: the desire for sleep. This led to a new standard in business class travel and the world’s first “Beds in Business,” increasing revenue per seat by 60% and doubling customer satisfaction in the first year.

Contact Charles Trevail, CEO, to find out more.

Market entry planning
Our storycrafting

An insight is only as valuable as the impact it creates

Our teams are experts in making sure customer thinking is front-of-mind across our clients’ businesses. They raise the profile and visibility of key insights – ensuring the work is seen, heard and acted on…so our clients can create change.

 

PetSmart

Designing pets into the retail experience

Working with pet parents (and their pets) PetSmart built the pet into the customer experience which led to more effective communications, greater differentiation of the store experience and a doubling of the company’s stock price in two years.

Contact Bill Alberti, CCO, to find out more.

Customer experience

Bank of America

Re-shaping students’ financial IQs

High school students helped Bank of America create a new educational program that bolstered students’ financial IQ and led to an increase in student checking sales and brand favorability.

Contact Elisa O’Donnell, Managing Director, Financial Services, to find out more.

Audience understanding

EE

Solving for the “oh shit” moment of losing your phone

EE customers’ ingenuity inspired an innovative new mobile service plan that garnered 250,000 new users in the first 6 months and 15% increase in brand endorsement scores.

Contact Nick Coates, Creative Consultancy Director, EMEA, to find out more.

Product and Service planning

Samsung

Inspiring laundry solutions for developing markets

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Contact Charles Drury, Associate Director, EMEA, to find out more.

Concept development