Customer journey

Get to the heart of consumer decision making

Your customer’s opinion

Consumers form an opinion of a brand or service through a sequence of interactions and experiences. This can be a long-term process and assuming that a single transaction will always be the ‘make or break’ moment is a dangerously simplistic way of thinking about how you acquire customers.

We support brands who want to get to the heart of consumer decision making. Behavioural psychology is clear that we cannot always rely only on customer memory, so we believe that getting up close and personal is the best way to get an accurate picture. Eureka! have developed a suite of ‘in the moment’ techniques that work across the categories we are passionate about – home improvements, food and drink, construction – to name but a few.

We are particularly interested in pulling together research studies that weave online and offline activity together. This could be understanding how homeowners use digital sources of inspiration to then plan their physical DIY projects. We can also use software which allows us to track consumer location, use geo-fencing to highlight where stores or advertising are, and deploy on-the-go video capture. If you give us a customer challenge, we are pretty sure we can come up with a suitable solution!

Key benefits

Understand

Understand consumer activation

T

Identify

Identify any pain points when onboarding new customers

Challenge

Challenge your old route to market assumptions

k

Test

Test impact of your communications and Point of Sale investment

Lifecycle

Maximise the customer lifecycle

Examples of using Customer Journey research

Customer journey mapping

Website user testing

Ethnographic techniques

Research observation

Behavioural economics

Geo-fencing and mobile tracking

End-to-end customer journey

Our recent Customer Journey projects

Below we have listed some of our recent customer journey experience to provide a flavour of the types of clients, projects and target audiences we have spoken to.

Brand decisions

​How do different lager drinkers make brand decisions at the bar?

Marketing role

Understanding the role of brochures and online lifestyle magazines on bathroom purchasing

Documenting challenges

Filming the challenges faced by users of the health and social care system

Capturing experiences

Capturing the experiences of undergraduates when they start their university journey

Understanding interactions

Accompanying plumbers for the day to understand how they interact with brands and merchants

Technical information

Talking to specifiers and architects about how they use technical information in their working day

Tracking Shoppers

Tracking how beer shoppers interact with the fixture in convenience stores

Eureka! Research Light Bulb

​Are you ready for your Eureka! moment?

If you are searching for your first or a new research partner, it would be great to hear from you. We love a natter and would it would be great to hear about your unique business challenges.

Are you ready for your Eureka! moment?

If you are searching for your first or a new research partner, it would be great to hear from you. We love a natter and would it would be great to hear about your unique business challenges.

Eureka! Research

The Mill | Radford Road | Alvechurch | Worcestershire | B48 7LD

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