UNDERSTANDING YOUR EMOTIONAL DNA

UNLOCKING GROWTH VIA A DEEP

UNDERSTANDING OF YOUR

CUSTOMER EXPERIENCE

We unpick the whole experience customers have with your brand putting this in the context of their wider lives and your competition, and revealing what to keep/change in driving growth

USING OUR 5DRIVERS MODEL

TO SEE WHICH EMOTIONAL LEVERS 

TO PULL

Our 5Drivers model identifies 5 clear states that underpin all behaviour - we unpick the emotions your on-the-day experiences are connecting with and what you should focus on enhancing to build love

UNDERSTANDING JOURNEY

HIGHS/LOWS TO UNLOCK

COMMERCIAL OPPORTUNITY

Customer journeys are complex, non-linear and across many channels! Our journey mapping approach combines survey feedback, operational metrics and ethnographic techniques to pinpoint the moments that need to be accentuated or improved 

TRANSFORMING HALFORDS CUSTOMER

EXPERIENCE MEASUREMENT

Jill McDonald, Chief Executive, recognised that creating emotional connections with consumers would be essential in moving the brand forward. We’ve worked closely with Halfords to help them transform their omnichannel CE measurement and provide clear next steps

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