Become the brand people choose, and stay with.
Growth
Growth & Retention Research
Research into the forces, journeys and experiences that drive take-up and loyalty, so you can add more value to people's lives and grow your brand's value in return.
The strongest brands share a common purpose: to add real value to people's lives.
That focus is the foundation for growing a loyal customer base. Great propositions and experiences matter more to growth and retention than any single campaign, tagline or design, so that's where our research focuses: on brand-market fit, and on the whole experience that makes people choose you and stay.
PROJECT TYPES
Three ways we grow and protect your audience
Growth & retention strategy
We uncover the forces that drive brand choice, loyalty and switching. Using the Switching Forces model, we identify the Push, Pull, Anxiety and Habit forces that shape whether someone chooses your brand and stays with it, giving you levers to pull across product, marketing and experience.
Push forces
The unmet needs, pain points and frustrations with today's situation that make people want something new.
Anxiety forces
The concerns that need to be overcome before someone will commit to a change.
Pull forces
The features, benefits and gains of a new solution that attract people to switch to it.
Habit forces
The inertia and routines that keep people where they are, for better or worse.
YOU GET:
A clear set of levers to win new customers and keep the ones you have.
Evaluating customer journeys
We build a deep understanding of the paths people take towards their goals and towards choosing a brand. Through research with real users, we map the moments of truth, and find where you can join the journey, influence the choice and add value along the way.
Rich journey paths
The situations, stories, touchpoints and channels as people make progress.
Emotional highs & lows
How people feel along the way, and the chances to build positive sentiment.
Pain points
The friction and underserved needs in current products, services and content.
Contextual influences
The media, brands, biases and tech that shape decisions along the journey.
YOU GET:
A map of the journey that shows where to add value and win the choice.
Evaluating brand experience
A comprehensive review of your users' brand experience, identifying gaps, uncovering opportunities to add value, and shaping strategies that strengthen loyalty. Through user reviews, trials and testing, we deliver actionable evaluations of your products, designs, marketing and experience.
Usage immersion
How, where and why people use a product or service, with in-the-moment feedback.
Find experience gaps
Close gaps against needs, expectations and competitors, and find ways to add value.
Test against needs
Effectiveness against users' Jobs-to-be-Done, satisfaction and likelihood to recommend.
Iterative approach
Users try new releases and features; you update and test again to improve.
YOU GET:
An experience that keeps people satisfied, loyal and recommending you.
DELIVERED FOR IMPACT
Research that makes a difference: adding value for users, and helping brands progress towards their goals.
Custom & flexible
Projects aligned to the unique needs of each brand
Full-service partner
Get added value at every step from our experienced insight team
Influential delivery
Inspiring insights, actionable frameworks & real-life empathy
Technology enhanced
Tech gets us closer to people’s needs and the moments-of-truth
CASE STUDIES
Examples of our work
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Customer Journey Mapping - TV platforms
We helped Everyone TV understand the end-to-end customer journey, from trigger through to in-life experience, using their existing research and data resources.
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Informing online radio listening strategies
We helped talkSport, Virgin Radio and Times Radio identify the forces that influence online and smart device listening behaviour vs. traditional broadcasts.
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![Man looking at mobile on a coffee break]()
Informing subscriber retention strategies
We helped DMG Media’s digital news brand iPaper to identify the factors across product, content, features, communications and UX that would maximise the loyalty of its subscribers.
See full case study -
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Insights to boost EdTech platform subscribers
We helped innovative EdTech brand Immersify to develop product, marketing and UX strategies to boost platform subscriptions
