Overview
We help organisations build human-driven retention strategies and customer experience programs that support commercial growth. We also support customer experience, marketing and insights leaders in embedding insights to make them more intrinsic to decision making across all departments.
Services
My vision is a world where companies treat their customers like humans — not data points - and in doing so create deeper connections, reduce churn, and earn loyalty through genuine understanding.
We specialise in customer retention, specifically helping companies understand what truly motivates their customers and how to retain them. Our work focuses on three key areas:
- Customer journey and customer lifecycle mapping: customer motivation and need; and customer experience (customer painpoint and friction points)
- Long-term loyalty: tracking satisfaction and performance; strategies to build long-term engagement; scale successes from heavy or loyal users
- Future retention: assessing alienation or cannabalisation from new product / variant / formulation launches; identify evolving needs and requirements
About
I'm deeply fascinated by the beautiful complexity of human decision making and how this impacts businesses. So much so, that whenever I consider how I might evolve my business to "be more AI", instinctually I feel like I'd lose what I love about this industry. I love spotting the unexpected, finding the patterns in the data that aren't the majority or the average, weaving this into a commercial story that senior decision-makers can action. I'm a quali-quant, finding that neither skill can answer all business questions with confidence. I'm easily bored, so even tracking studies are treated bespoke, as if they're new (but obviously tracking the key metrics!)
I have two young children, so I have a lot of kitchen discos. I love the outdoors so I'm beaching, camping, forest walking, hiking or cycling whenever I can. But to round that out, I'm at the sauna or a museum or art gallery whenever I get spare time (not as often as I'd like).
