People are connected and empowered. They broadcast their opinion of brands, both good and bad, via social media conversations. When brands get close to customers they can stay in touch, shape the conversation and make better business decisions.
We create conversations, interactions and communities between brands and their customers. Customers like brands to Get Close - they like being engaged, they like taking part, they like having a voice - what they say matters to the brand.
Customers today expect authenticity from brands. To survive, brands must establish a strong sense of trust in their products and services, through honesty, transparency, commitment and meaningful customer engagement.
We enable brands to reach out candidly to customers to understand their concerns and aspirations, and to take their advice about brands they care about. This intelligence helps brands to build better products, launch more effective marketing and improve customer experience.
People are increasingly able to share not just their opinions but even the goods and services they need. Brands need to connect customers into the heart of business to shape strategy.
We help brands collaborate with their customers in an ongoing, structured and efficient way.
Brands can get stuck in a rut, coming up with the same recycled ideas again and again.
We invite customers and other creative thinkers to join brands in a co-creative process to help freshen up idea generation.
Insight Communities enable brands to have ongoing dialogue with customers or potential customers via an innovative and engaging online platform.
An insight community is a private group of your customers or prospects in an online, custom designed environment where they can share feedback, advice and ideas to business questions.
Customers have a vested interest in helping you improve, and by sharing back how they are influencing your business decisions, you foster loyalty.
We help clients create and manage their own customised insight community, including recruitment, research activities and community management.
Co-creation workshops bring customers side by side with marketing teams to ensure their viewpoint is considered in marketing strategy.
We believe everyone has the potential to be creative and we help teams harness their creative potential in workshops by:
- creating a climate of trust so people are open to new perspectives
- providing mental tools to access the full power of their brains
- inviting along other people to benefit from the new connections they bring
- facilitating a process to harness unconscious thinking and move beyond obvious ideas
In this way we help teams build intriguing ideas into feasible but unique solutions.
Documentary films help organizations get close to the emotions and experiences of their customers. We believe that everyone has a story, and it's our passion to bring it to life.
We produce documentaries about individual customers using a professional film crew in high definition. Their stories are brought to life, helping clients get closer to what really matters.
We also use the latest online video platforms to easily record, edit and access customer video messages. They are a great way to bring the face of the customer into the organization.
Especially with today's fast paced busy lifestyles, we help clients pause and consider the real people behind the data.
Walking the Customer Centricity Talk
“We are becoming more Customer Centric”… we hear this phrase all the time, but are we walking the talk? Discover how leading brands in Asia are building a deeper understanding of customer needs in order to improve lifetime value and market share. Learn firsthand how Mandarin Oriental got close to customers to help design and launch a brand appropriate customer...
Liz Berks to the fore in Singapore
Very happy to announce that Liz Berks has joined us to head up the Singapore office as Managing Director. As a member of the leadership team at Vision Critical (VC) in Sydney, Liz was well known to us. Liz spent five years at VC and T Garage focusing solely on insight communities and her experience will bring a new dimension...
Ready Steady Go… ABN Impact Philippines is up and away!
We’re up and running in the Philippines, our seventh office in the region. The business in Manila will be headed by Managing Director Mark Alvarez (pictured right) who joins us from AXA Philippines. During his time with AXA, Mark set up and led the MyAXA Cafe customer community. The community initiative won the Silver Award at the Efma Accenture Innovation...
Our ABN Singapore office has moved to WeWork 71 Robinson Road
It's been great working in a shop-house environment for the past 4 years in Singapore, but time for us to move on. We're happy to keep the collaboration vibe alive in our new office at WeWork 71 Robinson Road. Pop by for a free beer...or two!! https://youtu.be/wQ1nNUVGmyo
How Top Brands Lead with Relationships
Some two hundred customer experience professionals gathered in Hong Kong to discover how leading brands are building emotion-rich brand experiences, while improving customer lifetime value and market share through customer relationships. We learned firsthand how Mandarin Oriental, Asia Miles, CSL, Sun Life Financial and Infiniti Motor Company are using insight communities to take the guesswork out of multi-million-dollar initiatives with...