• "REALLY REALLY INSIGHTFUL"

  • THE EXPERTS IN SENSE-MAKING RESEARCH

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  • WE ARE RESEARCHERS

    WE ARE RESEARCHERS

    We are highly-skilled, detailed-oriented market and social researchers with experience in almost all categories and markets.
  • WE ARE SENSEMAKERS

    WE ARE SENSEMAKERS

    We use research to find out how people make sense of products, services, communications, and experiences.
  • WE ARE CONSULTANTS

    WE ARE CONSULTANTS

    Clients can commission us on a consultancy basis, for example to assist with the design of surveys conducted in-house.    


We understand customers because we understand how they talk and how they use symbols to express themselves

We appreciate the uniquely human gift of language. Linguistics expertise and sensitivity to the language people actually use  are at the heart of our customer experience research, and our written communications research. We know how language works. We know how people talk

We know how people use symbols to express their emotions. These symbols can be public symbols which convey a person's desired self image to others, or private symbols which convey this meaning to yourself. 

People use rituals to create meaning. To cite just two examples, these can be large scale public rituals like Christmas, which many people use to create and express shared values about 'who we are as a family', or small-scale rituals such as a practice known as 'heirloom transfer' in which people give special possessions to family members. Greeting and farewell rituals are essential for good customer service.

We bring research expertise and academic knowledge from linguistics, literature, psychology, sociology, marketing and ethics. 

Our social science backgrounds mean that we see beyond the conventional.

We think about 'people' not 'consumers'. We know that emotions and imagination define and drive our experiences, which is why we love to talk to people in our research!

 

 

Tags: Rituals, Language, customer experience, sense-making, Symbolism,, social science, Voice of the customer

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