Spotlight your customers
Discover how our team turns behavioural insight into customer-led strategy
All good businesses hold information about their customers. And analysing that information is the key to understanding what makes customers engage with you, choose you above your competitors, stay loyal to you, and recommend you.
The Insight House team – a rare combination of expert data analysts and customer-centric behavioural marketers – works at board level across diverse sectors including hospitality, entertainment, transport and retail.
By expertly analysing your data, we identify who your customers are, and turn insights about their needs, expectations and experiences, into customer-led, evidence-based strategies that improve future efficiency and profitably.
How we can help your business
01
GET TO KNOW YOUR
CUSTOMERS
Profile the customer not the product.
For example: You’re a train operator and a customer has bought a day return ticket to Hull once a month.
Do you class them as a long-distance business commuter and leave it at that, because that’s what you know about them?
That same person could also be hopping on a train to see a friend, for a day trip to the shops, or letting the train give them a lift home after a night out for dinner.
02
bring your customer data to life
For example, we worked with a gaming brand. They believed their customers were just like them – gamers.
Management and staff in the shops failed to realise that people other than gamers bought games – people bought them as gifts for friends and family and had different reasons and timelines to their buying behaviour.
Once that was realised, communications could be tailored for each audience to impact sales for each segment.
03
CREATE A PLAN TO GROW AND RETAIN CUSTOMERS
Sometimes, internal objectives don’t tally with reality – customer reality.
For example: A large chunk of your customer base hasn’t bought your second-best product from you.
And…it’s taken a large chunk of your marketing resource.
Do you keep trying, or does the data tell you that your efforts to upsell / cross-sell aren’t working?
Save your budget – be led by the data and put them out to pasture!
Using your data to create more valuable and longer customer relationships
CUSTOMER INSIGHT
- Who are your customers?
- How do they interact with you?
- Where does the value lie?
Customer strategy
- Where is the potential for growth?
- How is value lost and how to prevent losing it?
- What levers do you have to unlock their value?
CUSTOMER GROWTH, RETENTION & LOYALTY PLANS
- Which customers do you talk to?
- When do you talk to them?
- What is the purpose and content of each contact?
- And through which channels?