Customer-Centricity

Being customer-centric informs and influences our thinking and drives how we organize resources around a client’s business issue.

A new ROI – Return on Involvement This is achieved through consumer empowerment supported by a customer-centric marketing approach. To this end, we have defined the new, data-driven Customer Purchase Journey to identify, engage and influence consumers, and have nurtured and utilized brand advocates to spread our clients’ message and build their business.

We put the customer at the centre of everything we do

We deliver this through customer centricity. Being customer centric informs and influences our thinking as an agency and drives how we organize resources around a client’s business issue. Through insights and data our customer centric approach allows us to deeply understand consumers’ needs and wants¨, connect the dots and identify where and when a brand can most relevantly insert itself in the conversation and add value.

We are agile and customer-focused

Our clients are our customers too. With an entrepreneurial mindset, we are always looking for ways to help our clients adapt to change and address their challenges efficiently and effectively. It’s why we foster a nimble, “make it happen” culture. We’ve also adopted, agency-wide, the Agile methodology typically used in software development to improve our speed to market, collaboration, transparency and adaptability. It’s this approach that allows us to bring campaigns to market not just quickly but with incredible results.

We drive relevancy through innovation

In an ever-changing landscape, we unleash innovation to get to better solutions. Through whichever lens of innovation we need to look to create change and remain relevant, as a customer-focused organization, we are inspired not only to adapt to change but also to build new and relevant ideas to embrace it. So innovation is at the core of everything we do. In recent years, Fast Company has recognized our work with an Innovation by Design award (beating a Microsoft solution!).

We are a customer-centric, agile, outsmart versus outspend, “make it happen” culture.

We outsmart versus outspend

From small to large budgets, we have a proven track record for outsmarting versus outspending. It is born out of and fueled by our scrappy independence and, correspondingly, the “challenger brand” profile of a lot of our clients. We have achieved this by providing ideas and recommendations that make investments go further, by using innovation to outsmart the competition and then infusing it with a customer-centric idea and creative platform. To do this, we focus on finding the most compelling way to connect emotionally and leverage the strengths of the brand. We focus on the size of the idea, not the budget. We make smart media choices to connect with consumers, and we hone in on your most enthusiastic customers and turn them into advocates for your brand.