Consumer expectations have never been higher, but neither has the ability of marketers to create moments that deliver truly meaningful connections. We help organizations amplify customer data and activate insights through tailored communications and experiences that drive participation and build long-lasting relationships.

Customer relationship strategy

Powered by data and grounded in empathy, we help brands achieve engagement, loyalty, advocacy, and identity by encouraging Participation. By developing meaningful, reciprocal, and continuous relationships, we fuel positive business outcomes and earn customer loyalty. Our proprietary Humanizing Loyalty research uncovers the key drivers of emotional loyalty and serves as our strategic framework for strengthening the brand-customer connection.

Program design

Our well-tested and rigorous IDEA Method leverages deep experience in both strategy and analytics to shape thoughtful loyalty program designs and CRM strategies. This method combines design thinking with agile ways of working to deliver at pace and at scale, demonstrating clear ROI while continuously learning and innovating. Our proprietary simulation-based economic modeling approach produces highly accurate forecasts of financial impact.

Pilot and go-to-market strategy

The best laid plans still need validation. We have helped dozens of brands prototype their designs and run pilots. And when ready for launch, we have decades of experience managing full program rollouts as well. Through our agile and iterative approach, we deliver customer value quickly while collecting data to make the experience increasingly better over time.

Research services

We develop research to get to the truth about what your consumers are doing, thinking, and feeling. From custom qualitative and quantitative consumer research, to our proprietary Humanizing Loyalty Research and Emotional Loyalty Index, to sentiment analysis and social listening, we help our clients understand what shapes mindsets and drives behaviors.

Journey mapping and communications strategy

We work with brands on leveraging data and insights gleaned by their 1:1 marketing programs to inform persona development and segmentation. Then we design deeply personalized customer journeys, communications, and promotional strategies.

Partner marketing

When executed correctly, partner marketing programs build value and loyalty for all parties—consumers and brands alike. On behalf of our clients, we identify, negotiate, manage, and market partnerships so that customers receive added value. Our partners mutually benefit from higher returns and a wider reach.

Marketing optimization

Sometimes a small change can make all the difference. Through our ongoing strategic consulting services, we help clients manage the continuous evolutions of their 1:1 marketing efforts. We ensure they are maintaining a meaningful dialogue with their customers, minimizing cost and maximizing return.

Our services

Insights and strategy

  • Data and analytics
  • Business and brand strategy
  • Customer strategy
  • CX and experience design
  • Performance management

Technology and experience

Creativity and communications

  • Public relations
  • Marketing, advertising, and brand
  • Media planning and buying
  • Content, events, and connected experiences
  • Employee engagement

Efficiency and change

  • Organizational design and optimization
  • Governance and process
  • Training and development
  • Change management

Our work

Let's talk.

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