Products & Technology

Consumer expectations are constantly increasing – especially with respect to speed and customization

Understanding Changing Consumer Expectations

Today’s consumer wants products and services that meet their needs quickly and easily, while at the same time delivering an experience tailored to their individual needs. Brands that fail to balance speed and customization can find customer loyalty weakening and growth flagging. As firms work to keep pace with customers’ needs, technology is a critical target for investment – but implementing the right solutions requires human and strategic insight, as well as technological capabilities. We work with clients to develop the user insights and strategic intelligence to enhance customer experience and deepen loyalty.

Understanding Digital Consumers

What customers expect from your business and brand is constantly changing – but some changes matter more than others. To plan and execute effective competitive strategies, decision-makers need a fundamental understanding of human motivations and how they set the context for consumers’ expectations. Our Social Values framework and Digital Economy research reveal why consumers make the choices they do, and can uncover new opportunities for growth and innovation across the entire consumer journey.

Digital Economy Research

Ideation and Innovation

Whether you’re creating a new product or building a new business, understanding consumer dynamics – from emerging trends, to deep social change – can help to position your offering for success. We’ve been tracking consumer motivations and combining these insights with behavioural data for more than three decades. Today, we combine our powerful research approaches with real-time social listening tools, to anticipate how consumers will respond to product and service innovation. We do more than deliver research; we work collaboratively with you to anticipate changes in the market and maximize your return on investment.

Product Innovation Consulting

Customer Journeys

We work with clients to understand the path to purchase. Mapping the entire customer journey, we surface the goals, challenges, emotions and pain points consumers experience at every stage of the process. Next, we help to inform contextually appropriate tools and messaging – and even new offerings – that deepen engagement and help you realize the full potential of your relationships. In addition to streamlining the customer journey and enhancing communications, we uncover barriers to purchase and how they operate, helping to unlock business you may not know you’re missing out on.

Customer Journey Research