Market research, online surveys, and net promoter scores reduce your customers to numbers in a data set. Data can tell you what customers do, but it cannot reveal why — yet knowing “why” is the key to fueling creativity and innovation.
We design strategies and solutions centered on “why”—creating elevated experiences that yield NINE times more revenue.
As Peter Drucker points out, “The customer rarely buys what the business thinks it sells.”
Whether a Fortune 500, private company, cultural institution, non-profit, service firm, or startup, your customer buys their own idea of what you sell.
Are you clear why customers choose you—and why they don’t? Why they increase spending on your products and services—or hesitate? Why they stay with your brand—or look for alternatives?
Customers shouldn’t endure experiences. Yet they frequently endure frustrating and challenging “low points” when processes, messages, and interactions are not aligned with their desired outcomes.
Experience is overshadowing price and product to be the key brand differentiator. So we turn customer insights into a cornerstone of strategic decision-making.
“Love it” is achieved when “high points”—moments that elevate your brand, product, or service in the eye of your customer—are designed on purpose to help the customer achieve their purpose.
High points may bring about magical results, but they’re not magic. They’re thoughtful, well-executed moments—often within everyday brand interactions—designed to connect with customers based on why they buy and how they measure, value, and remember experiences.
Let’s Work Together
Looking to build a brand known for outstanding experiences that generate NINE times more revenue?
Let’s work together to achieve “love it” through brand and digital strategy, customer experience insight, artful originality, and innovative design.