Our
Specialisms Specialist smart, agile, approaches to customer understanding

Innovation Understanding human needs, developing better products and services

To drive great innovation requires us to obsess about the lives that customers lead.

Our insight communities provide that clear voice. To power the conversation between you and your customers, embedding that voice straight into the centre of your innovation activity.

We have end-to-end approaches to ensure that customer needs are reflected wherever you are in the process. Our tools help you validate product concepts at an unprecedented speed, providing the evidence and confidence you need to take the right decisions.

How do we do it?

  1. Map your territory and understand your consumers' unmet needs and jobs to be done
  2. Build relevant ideas to feed the pipeline, finessing through a number of cycles
  3. Validate the power of the idea, the message and take-out through to market sizing

We work tirelessly to get it right - testing and learning at each stage of the product innovation cycle, from early-stage concept and design, iterating and improving until you’ve created that winning concept.

Design Thinking has transformed the way business does Innovation development. As your innovation process spins faster, we’re ready with the skills, the technology and the energy to keep pace.

Specialisms

Innovation
Brands & Comms
Customer Experience
Customer Closeness

Brand and Comms Reaching and connecting with your market

Consumers lead busy lives. Between working long hours, juggling family responsibilities, staying in shape, maintaining a social life, and even getting enough sleep, often there’s not much space left for brands to compete for our attention.

These demands on our time and our budget together with the reset from the pandemic and it’s pretty clear that we need to listen hard to our customers and future customers. At Verve, our communities’ power that conversation. We make it simple to check in with your customers, with a smart tech platform and experts skilled in finding the story in the data.

We have end-to-end approaches to ensure that customer needs are reflected wherever you are in the creative process. Our tools help you build your communications at an unprecedented speed, providing the evidence and confidence you need to take the right brand decisions.

How do we do it?

  1. We mine what we already know, so we build on the existing knowledge, not constantly starting from scratch
  2. When we do ask questions, we can be smarter about what we ask, who we ask, when we ask and how we ask, with customers ready and motivated to help any way they can
  3. And when it’s better to observe, we add implicit tools to uncover unconscious thoughts and feeling

We work tirelessly to get it right - testing and learning at each stage of the creative process, from first idea, iterating and improving until you’ve created that winning copy.

Customer Experience Delighting your customers

What do you customers want and expect from you? Is your physical or online retail experience delighting your customers?

After a year full of uncertainty, it has never been more important to capture customer experience spot new habits and emerging behaviour (and make sure these are reflected in the experience).

More than ever, we need to deliver an experience that makes them want to return, by obsessing on the details from first contact through to receiving the service. The world’s best companies not only measure satisfaction, but work with customers to help design, evaluate and refine the ideal experience and path to purchase.

How do we do it?

  1. We map the journey through planning, choice, purchase and usage, highlighting what delights and what frustrates
  2. We monitor each experience, uncover insights, develop contextual learning and bring the customer to life
  3. We dive-deeper when the CX programme highlights one-time or serial failings and diagnose the root cause and solutions, so your offer gets better and better by staying close to customers

It’s not enough to know that the path to purchase has changed. Get close to your customers, improve the experience and increase conversion. We’re here with the skills, the technology and the energy to drive deeper insights for better journeys.

Customer Closeness Knowing your customers and markets

We live and breathe online communities. Through a constant, rolling conversation with your customer we help you fuel business growth through energising insight.

Over ten years we’ve got to know a lot of customers and a whole about their lives, loves and pain-points. We bring that voice of the customer into your world, using data, research and observation and giving a full immersion into the life of the customer or a just a quick check on your messaging for the latest campaign.

How do we do it?

  1. We recruit people you already have a relationship from your CRM with and overlay non-customers
  2. We ask and learn about their lives from the moment they join-up, from the shared stories, polls, photos and surveys. And we keep on learning every day.
  3. By connecting with other data-sets, we can track browsing and buying behaviour, so you can be really sure about how intentions convert to action
  4. Our experienced team use projective and implicit approaches to create more certainty and a deeper perspective

We’re a lean-in and engaged member of your extended team. When you are ready, we’re here with the skills, the technology and the energy to drive deeper insights.