consumer engagement

Understand. Engage. Influence.
Living brands are constantly engaged with other living and non-living elements in their ecosystems. Central to the survival and success of the brand is its capacity to understand, engage with and influence other elements. Simply put, brands survive and thrive by connecting, communicating and making a relevant and sustainable impact on their environment.

Products & services:

Communication concept & advertising testing

With the aid of rich consumer research, we assist in the development and fine-tuning of all brand-related communication, from packaging and promotions, to print campaigns and television adverts. Initial communication concepts are tested for their strategic relevance and their impact on the brand, reducing brand risk and ensuring that all communication is congruent with brand personality, brand promise and consumer profile.

Brand equity, brand health & loyalty

Sometimes referred to as ‘reputational capital’, brand equity, defined generally as the premium a brand can command because of the sum of its distinguishing qualities, is an important and complex variable to measure. We used Choice Based conjoint, which in its broadest sense, is a technique used for measuring consumers’ preferences with respect to concepts, brands, pack sizes, price levels and additional attributes related to an offering.

For brand health measurement, we tap into the brand’s ‘pulse’, using a range of metrics to determine consumer perceptions and levels of brand awareness. By managing the brand’s health, manufacturers can ensure that investment in the brand is optimised – that when spending the brand’s budget, they are getting the most bang for their buck.

To ascertain loyalty levels, we measure both the consumer’s relationship with the brand (supported by their attitudes and behaviours) and their inertia with respect to brand switching. By measuring what, how and why allegiance is earned by a brand, marketers can begin to nurture customers for life.

Mystery shopping

Mystery shopping is a business information tool that reviews the entire consumer experience, from how staff perform against pre-determined standards to strengths and weaknesses of the customer service process. Relevant, objective and credible mystery shopping forms the factual foundation for service excellence.

Point of sale audits

When marketers and manufacturers make decisions, they need to be sure that their decisions are being rigorously applied at every point of purchase. We have the technology, the human resource and the retail footprint to be able to do that for them. We audit pricing data, shelf fill, on-shelf availability, forward share and compliance with strategy so that our clients can be sure that their brand consistently keeps its promise in all environments.

Retail space impact

Through hand held technology, specialised software and consumer research, we are able to influence the way in which the retail space impacts upon the brand and the consumer. Not only can we provide clients with important shelf health and pricing data, we can also scientifically determine the optimum allocation of product within a fixture set, based on retail demand data.

Image risk & reputation management

A brand’s reputation is central to that its equity, health and profitability.

1. Our mystery shopping tool empowers you to ensure that your staff are providing a seamless and superior customer experience. 
2. Our point of sale audits ensure that consumers are positively impacted because of good compliance at the shelf. 
3. Through planograms, we can ensure that brand standards are adhered to, so that the brand presents a consistent and seamless image, wherever it lives. 
4. We provide comprehensive, best practice research and consulting services that relate specifically to customer and employee loyalty, with the ultimate aim of accelerating business performance.