Customer Insight & Analytics is one of our broadest service areas. In its simplest form, we work with your data find answers.
We've completed dozens of projects across multiple sectors in each of the following areas:
1. Customer Profiling and Segmentation
We help brands understand who their customers are and how different customer groups behave. We use techniques such as data visualisation, decision trees and clustering to uncover distinct segments in your customer data, to help you develop targeted offers and communications.
2. Customer Acquisition
We help brands find their ideal customers and optimise their marketing acquisition strategies. We do this via techniques such as cohort analysis and attribution modelling, to help you understand how customers are being acquired and which marketing channels are providing most value.
3. Marketing ROI
We help brands measure the true return on investment (ROI) of their marketing campaigns, by connecting marketing campaign performance to bottom-line results. This holistic approach focuses on commercial metrics and gives true benchmarks against which to measure and optimise campaign performance.
4. Customer Experience
We help brands understand and quantify the drivers of customer experience, by finding correlations between marketing and business activity and customer outcomes such as Net Promoter Score (NPS). This approach lets marketers see what's working, what's not, and provides clear recommendations to improve the customer experience.
5. Customer Value Modelling
We help brands systematically increase customer profitability. We do this by first understanding customer lifetime value, a modelling exercise based on analysis of revenue, cost-to-serve and other industry-specific factors. This provides marketing teams with accurate customer decile profiles to inform targeted acquisition, uplift and retention strategies.
6. Customer Retention
We help brands retain more of their customers, by developing and optimising customer retention models. We do this by first identifying indicators of customer attrition, before developing predictive models that help marketers target existing customers with the right messages at the right times to prevent or avert cancellation.
