Customer & Consumer Strategy
Drive growth with actionable strategies to increase penetration, frequency and loyalty, and influence behaviour.
Questions We Answer
In simple terms, this is about winning more customer and consumer choices for your business. This spans recruiting people for the first time, broadening their interactions or deepening their connection with a product, service or brand.
Our approach is anchored in the principle that behaviour is most powerfully influenced by what people value and what is visible to them. To do this we help identify the barriers & triggers that need to be leveraged in order to drive the necessary behaviour change. We are also clear on what actions will have disproportionate impact on different target groups, therefore providing the greatest commercial returns.
Developed a customer acquisition growth framework for Avon across 9 markets.
Mapped the end-to-end journey to identify frustrations and opportunities for a leading investment bank.
Developed an optimised customer experience framework for ASDA’s online shopping.
Developed a bespoke behaviour change strategy for Zurich to encourage more people to save for retirement.
Why The Forge?
The Forge is an award-winning strategy consultancy, delivering exceptional commercial returns for the world’s biggest brands. We help our clients create enduring and meaningful value for their consumers and customers.