How We Unlock Growth Through Behaviour Change
Achieve measurable impact by reducing customer churn, increasing digital self-service, and creating lasting organisational change.
CUSTOMER LOYALTY
Proven strategies and journeys for keeping customers. No guesswork.
We deliver data-backed and proven retention journeys powered by behavioural science that reduce customer churn and support long-term customer growth.
Most loyalty initiatives underdeliver on their promises. In some cases, they can even undermine loyalty by reducing perceived value, which erodes margin, dilutes brand perception and increases churn.
RETAIN is our bespoke solution, specifically developed and tested for recuring-revenue or subscription based companies in telecommunications, media, finance, and energy. Our approach pinpoints the most impactful behavioural levers to maximise loyalty for multi-year horizons, and creates retention journeys proven to keep more customers. This includes renewal communications, online cancellation flows, phone retention conversations, and more.
We are not consultants who will give you slides on how to do it. We are partners who will do it with you.
This is for you if…
- You’re losing customers and need proven solutions to keep them
- You want a partner focused on executing solutions, not a deck of ideas
Want to see some examples?
NUDGE TO DIGITAL
Move customers online. Increase engagement. Reduce operational costs.
We leverage proven behavioural science techniques to create digital-first mindsets and drive large-scale shifts towards digital channels.
Standard approaches to encouraging digital channel adoption and self-service typically fail to change behaviour, meaning that the introduction of digital tools rarely achieves the savings and experiences promised.
Through a combination of behaviourally-informed channel redirections, nudges and upgrades of existing journeys, we measurably boost sustainable digital shifts without sacrificing CX.
This is for you if…
- Your customer portal, app or self-service tools are not used enough
- You need to 10x your digital conversion
- You want to shift customers away from human interaction like call centres to digital channels without frustrating them
Want to see some examples?
ORGANISATION CHANGE
Build habits. Make transformation stick.
We use behavioural techniques to remove frictions that cause transformation efforts to fail, tools to go unused, and value to be destroyed.
Changes such as new tools, restructures or shifting priorities often destroy value rather than create it. This is often the case because most strategic organisation transformations programs fail to recognise just the complexity of human behaviour.
We support organisations through complex change by designing behaviorally-informed interventions that reduce risk and accelerate adoption, including de-risking leadership decision-making, behaviour change journeys, behavioural information gathering techniques, and more.
This is for you if…
- New tools or systems are technically live, but adoption is slow or superficial
- Transformation initiatives are slowing, creating workarounds, or simply not changing behaviour
- High-stakes decisions are being made under uncertainty and risk bias
Want to see some examples?
Other Solutions
We can also help you in:
- Boosting operational performance: reducing complaints, managing objections and guiding decisions effectively
- Marketing and CX design: using behavioural insights to craft targeted, impactful and memorable customer experiences that boost NPS
- Corporate risk management: designing experiences that foster honest disclosure, enhance transparency and reduce fraud risk
Want to see some examples?
Our Approach
We use a proven approach that combines the best from consumer behaviour, strategy consulting and marketing to continuously grow the behaviours that generate your revenue: loyal customers, confident pricing and digital-first mindsets.
This approach is proven at turning ideas into measurable impact. It underpins all our solutions, but each solution applies it in a unique way, tailored to your specific challenge.
Uncover the actual wheres and whys of your customer churn and disengagement
Customer intelligence: Exit interviews with key segments (e.g. past customers and disengaged ‘digital-second’ customers), insight sessions with internal teams, and translation into actionable strategies that inform solutions.
Cutting-edge behavioral science: Unearthing the most powerful behavioural techniques from the most up-to-date science to give you an immediate edge in understanding and resolving your challenge.
Identifying where we will generate the most impact
Behavioral leverage mapping: Breakdown of customer journeys into key micro-moments where behaviour shifts. We build interventions around them.
Lever prioritisation: Structured evaluation of strongest solutions based on impact and feasibility.
Co-creation of optimised journey
High impact behavioural solutions: Ready to launch, designed to shift key decisions, and proven to deliver.
Tailored for the brand: Aligned with key stakeholders to ensure maintenance of key behavioural drivers within brand guidelines.
Proving real-world value
Partnering to execute the solutions in the real-world: Support in launch, iteration, and lasting implementation.
Testing blueprint: Maximising value demonstrated by supporting the most effective possible testing, given technical or resource limitations.
Ready to make a small change with a big impact?
Discover how behavioural science can transform your organisation. Let’s explore how a few targeted adjustments can drive real results.