How We Can Help
We are sector specialists in long-term savings and investments from retail to HNW and across the value chain. If you are seeking to retain, deepen or grow your customer base in this sector, you will need our insight.
Our work focuses around three business priorities:
- Governance – managing risk and ensuring positive customer outcomes
- Commercial Strategy – understanding the market opportunity and developing propositions that inspire and engage
- Client Centricity – creating the strategic architecture for a great client experience to drive retention and deepen trust and loyalty
Whatever your business priorities, you will improve your return on investment if you are led by your customers.
Brand Stategy & Positioning
In a rapidly changing, fragmented and often intermediated market, how do you ensure that your brand stands out and appeals to your target audience? With deep understanding of end consumers, we support our clients in their brand strategies from concept testing to measuring success.
Consumer Duty Programmes
With over a decade of experience talking to customers and connecting them with the industry, we can support your firm’s delivery against the four Consumer Duty outcomes. Whether you are a manufacturer or distributor, we can deliver insight that embeds best practice, drives improvement and helps you evidence progress for ongoing reporting.
Consumer Understanding
Our award-winning approach to consumer understanding is built on over a decade of experience testing and developing communications and has been used to test hundreds of documents. From ad hoc testing, profiling your target audience and full programmes embedding best practice, we have a range of solutions to meet your needs.
Consumer Segmentation
Is your customer segmentation actionable? We find many clients say no. They can’t map to their customer base, anticipate behaviour or accommodate the emotional relationship people have with money. We have combined over a decade of qualitative conversations and behavioural insight with data science to bring a more dynamic approach to segmentation.
Proposition Development
The saving and investment landscape is complex and highly competitive. Technology is changing the way that customers interact with financial services. The regulator is re-drawing the boundaries around advice and is keen to see innovation to improve financial resilience. With a generational shift in the needs and expectations of customers of both wealth and asset managers, yesterday’s propositions are less likely to be the valued ones of tomorrow. There is huge pent up demand for the right products and services. We can support from concept testing to price optimisation strategies across consumer and b2b channels.
Voice of the Client Programmes
We partner with our clients to create the architecture to turn customer data into insight and insight into action. Depending on your in-house capability, we can support best in class strategic NPS programmes or deliver more straightforward client satisfaction surveys.
Vulnerable Customer Strategies
Alongside much of the industry, we strive to work towards a financial sector that is accessible to and delivers good outcomes for all. Our work on vulnerability focuses on long-term savings and investments. Where people may not be vulnerable today but a lack of longer-term planning or risk-taking leaves them vulnerable tomorrow.