At Emerald Thinking

we apply a human lens
to transform your data
into human insights.

activate

We turn our human insights into action plans and strategies to deliver better connected customer experiences.

We help to understand the omnichannel strategy needed to drive digital transformation within your business.

Customer Experience Mapping

Our 5-step approach to develop better brand experiences for your consumers and greater return on experience for your business. Activate what your consumers need.

Dream

Uncovering how consumers are talking about your brand, product and competitors. Their conversations, perceptions and motivations to purchase.

Plan

Uncovering what consumers need to buy, their barriers to purchase, support needed, questions raised, interest and engagement levels.

Act

Uncovering what tips a consumer into the final purchase, or gets them to pull out of the purchase. How they buy, what they buy, where, when and how much they are willing to spend.

Enjoy

How consumers engage with your product and brand. Their post purchase perceptions, experiences, levels of engagement, and more importantly, what they love about you.

Personas

Description of each different audience; their needs, motivations, barriers, levels of engagement, what they love, don’t love about the brand, how they prefer to engage with you.

Our 'Activate' Products

Designed to answer our clients most common challenges.

Brilliant Customer Experiences

Activation and creative strategies developed to deliver truly connected customer experiences. Maximise customer engagement.

Data Strategy

Activation plan to get the most out of your data. A strategy to outline what data to collect, how to use and how to segment or model.

Contact & Communications Strategies

Customer journey mapping to identify who gets what, when, where and how much. We apply an omnichannel lens, so each channel delivers a better, connected customer experience.

360 Channel Strategy

We map the optimum channels to get closer to your consumers and the role of each channel in the customer experience mix. Engaging with customers at the right time with the right message.

Content Framework

Content strategy developed to give you overarching content pillars and themes to satisfy your customer needs, motivations and barriers to purchase.

Case Studies

Suzuki GB

Product used: Brilliant Customer Experiences

How do you launch the Jimny, a new car 19 years in the making? Where consumers, journalists and auto professionals think they know the new model inside out, how do you bring the car to life when it isn’t in the country? Yet, keep consumers wanting to buy until it arrives? And on top of all of that – get consumers to feel part of an exclusive club? A content strategy, challenging how content is traditionally used in email to make consumers feel they are driving the Jimny, and a communication strategy timed to continuously build excitement.

Autistica

Product used: Brilliant Customer Experiences

Autistica wanted to move from a one size fits all communication strategy to one that recognises the needs of different Autistic community groups. And in doing so, make the most of their great content to drive deeper engagement and commitment. With limited customer data we blended Website, Email and Social Analytics to uncover 5 distinct needs and motivations and 5 discrete audience segments. From these insights we created an easy to use tool kit including a communications, channel and content strategy to drive access to support, engagement and donor value across the groups.

Asthma UK

Product used: Data Strategy

Asthma UK wanted to identify data and audience quick wins to apply to on-going and future data and communications strategy. By blending their website, social and database data together we uncovered how consumers perceive Asthma UK and the needs they seek to satisfy. From these insights we developed a new way of segmenting their database, targeting strategy, communications framework all designed to recognise the different needs and motivations of each segment. And more importantly to convert consumers from ‘patients’ to ‘supporters’.

What our clients say...

We set Emerald the challenge of understanding our audiences to identify how we improve our current and shape our future communications strategies. What they have delivered goes beyond this and more. They have uncovered hidden needs and motivations of our audiences. In doing so step changed our segmentation and the way we talk to our supporters, enabling us to transform the way we talk about Asthma UK.

Mark Hopkins

Head of Supporter Giving and Engagement, Asthma UK

The team at Emerald Thinking have been instrumental in supporting the development of our fundraising proposition and messaging framework. They provided amazing insights into our audiences and showed us how to deliver the best supporter journeys for our donors by working with us to ensure supporters received the right messaging at the right time to increase engagement. They always go the extra mile and are a complete joy to work with.

Alex Talcer

Director of Fundraising, Pride in London

Emerald Thinking is our go-to partner when it comes to all things data strategy. They have a unique approach of innovating and blending data to help demystify and simplify our clients’ complex challenges, creating actionable human insights that we can apply across a range of client strategies and business solutions.

Nick Baker

Founder stickandtwist.com

The team at Emerald take a fresh approach to all things data, with an eye for opportunity and insight they are really helping us to drive a new strategic approach to our communications. Their enthusiasm, passion and excitement for what they do speaks volumes and has taken hold of the whole team who are genuinely interested to see what new things we have learnt and how we can use this to give our customers a better experience with us.

Clair Phillips

CRM Manager, Suzuki GB

You may have a huge amount of data on your customers but what does it tell you? Claire can help you truly understand your customers’ behaviour, what that means in terms of their future choices and purchases. This high quality insight can be transformational in terms of customer engagement, satisfaction and ultimately maximising commercial advantage. Claire’s expertise, at the strategic level, in all things CRM and data are second to none.

Debbie McElhill

Fresh Snow Consulting Limited. Former Head of New Business, Royal Mail