Customer conversion & retention

Increasing satisfaction & conversion, reducing churn & complaints


Hackathon

What can be changed right now that will help? We know, and can help you make immediate changes for lasting effect.

Customer pathway behavioural audits

Journey maps and pathways for new or existing products viewed through our behavioural eyes – we know what to get right, and where you could be really missing out.

Creating & testing behavioural communications (RCT)

You’ll find us rewriting, redesigning, or generating from scratch, communication to increase conversion and/or retention, proven in live trials, with robust p values and clear changes in behaviour.


Hackathon

Technique

What it is

What can be changed right now that will help? We know, and can help you make immediate changes for lasting effect.

Often, scamped up rewrites and redesigns on communication, and on user journey – both structural and presentation-layer changes, suggestions, readings, and knowledge about what we see and how to improve.

What it's great for

  • Avoiding big drops offs and behavioural mistakes
  • A good starter approach

Related client work

Staff cycling to work

  • Increased sales of service
  • For Bloomberg, Halfords, etc.
  • 5x posters, 1x email, 4x environment/architecture and staff system changes

Customer pathway behavioural audits

A Hunting Dynasty Product

What it is

Journey maps and pathways for new or existing products viewed through our behavioural eyes – we know what to get right, and where you could be really missing out.

We have our developed process using the great foundation from the COM-B model which is well-sourced and proven to work effectively. You won’t find our approach – or the benefits of it – elsewhere.

We look for where the importance to the organisation is high, but the motivation and ability (of which capability and opportunity are components) is low. In this gap, behavioural interventions can have maximum effect.

What it's great for

  • User journey both online and offline
  • When you have a system or process and it’s unclear where best to deploy behavioural interventions

Related client work

Insurance claim handling

  • 6x letter, 6x email, 2x call script, 1x poster
  • 1x Top Ten Effects Cheat Sheet
  • Customer NPS scoring

Cold-call donation letter

  • Behavioural assessment of over 65 year olds
  • Defined and used pathway to construct communication

Creating & testing behavioural communications (RCT)

Technique

What it is

Converting insight – the ‘what’ – into communication – the ‘how’ – that works seamlessly is a specialism of ours. We have created and tested on millions of respondents in over one hundred countries in the past decade, and are often commissioned by other research agencies to help them turn their insight into useable communication.

You’ll find us rewriting, redesigning, or generating from scratch, communication to increase conversion and/or retention, proven in live trials, with robust p values and clear changes in behaviour – in 2018 alone we re-worked and tested communication on a total of 2,545,902 people over a range of clients and pieces of work which saw an improvement in behaviour between 4.8% and 5,500%

Randomised Control Trials (RCTs) or A/B tests are the best way to deliver provable, repeatable, tested communication changes, at-scale. Randomised Control Trials (RCTs) have typically been used to evaluate medical interventions, and frequently employed by us (behavioural scientists) to determine the success of behavioural nudges. In their simplest form, an RCT involves evaluating interventions by comparing them to a control. The randomisation component ensures bias is minimised, making RCTs one of the most rigorous experimental designs on offer.

What it's great for

  • Great design and copy that works
  • Irrefutable C-Suite ready reports
  • Permanent change in behaviour of customers/users

Related client work

City refuse collection

  • Foodwaste collection up +28%
  • 178 households in Bristol observed
  • Wrote, designed, produced 1x leaflet, 3x stickers, designed trial
  • Results point to a participation jump from the current 50% of households to the 58-64% range

Hospital patient SMS

  • Replies up +32%
  • Randomised Control Trial on 47,623 patients
  • 5x new cell phone text messages with one line re-written
  • 47 thousand people tested

Cold-call B2B email

  • Replies up +33%
  • Randomised Control Trial on 1,126 businesses
  • 1x email re-written

Cold-call B2B email

  • Signups up +5,500%
  • 4x Randomised Control Trials on 400,000+ owners of Facebook business pages
  • Re-wrote subject, preview, emails

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