Customer insight & strategy
Do your customers feel like they are getting more value than they pay?
Book a callIf you don't understand what drives value and for which customers, how will you know what choices to make and determine precisely where you should invest?
What consumers truly value can be challenging to pin down and psychologically complicated. How can leadership teams actively manage value or devise ways to deliver more of it, whether functional (reducing cost, risk or effort), emotional (reducing stress, increasing fun, motivation or nostalgia) or social (belonging or status)?
The task is made more difficult by customer experts who deliver un-actionable insights and preach that delightful and wow experiences are the way to success with complete disregard for the probabilistic behaviour of customers or understanding the relevance of customer experience in a particular category.
And if pinpointing what customers value wasn't hard enough, then orchestrating the delivery of that value from the backline to the frontline of the enterprise can be challenging, to say the least, considering the sheer breadth of engagement required, multiple business units, multiple channels, service partners, technology platforms and internal and external data quality.
Every successful product or service derives from insights about customers.
Roger L Martin
To keep customers loyal and attract new ones, you need to remain relevant and superior. Companies must continually update and adapt their strategies and business models to respond to the explosion of choice that ever more sophisticated consumers face.
Grada's ambition is to deliver more value to its clients. To simplify engagement through an on-demand model, with faster output of actionable insights, strategic choices, and next-level support for customer-focused leaders.
By partnering with Grada, you gain access to a wealth of expertise in customer insight and strategy design, all while leveraging our simplified engagement model for ongoing, scalable support tailored to your organisation's unique needs.
The value of a product or service is not what you put into it, it's what the customer gets out of it.
Peter Drucker
Engagement benefits
Engaging consulting services made easy
Fast engagement
Agree on the brief and get on with the job.
On demand, pause any time
Scale up or down as needed. Pause or cancel the engagement at anytime.
25% the cost of consulting
Designed to make day rates and timesheets a thing of the past.
More experience
Get access to the most senior and experienced consulting and transformation talent available.
Fast flexible focused delivery
Define a project or select an ongoing service from the services menu.
Leadership support
Instantly lift the capability, direction and confidence of your team.
Services menu
What people are saying
I really appreciated the no jargon clarity and clear thinking ability with a grounded approach that never failed to deliver.
— CMO
Meticulous in everything they do and retains my absolute trust.
— Entrepreneur
Has unwavering support for the team. There's nothing quite like someone you can count on amid the toughest projects.
— Marketing manager
A consultant of considerable experience with a great talent for getting the job done.
— CEO
Repeatedly demonstrated a capacity and capability to actually deliver outcomes.
— Consulting Partner
He is a high quality individual, always calm, supreme person-ability and personal integrity.
— Tech founder
Industry experience
Deep expertise across multiple industries, with a focus on understanding unique customer needs and delivering tailored strategies that drive measurable results.
Higher Education
The transition to university, establishing student experience centres of excelle...
Higher Education
The transition to university, establishing student experience centres of excellence, student engagement, enrolment and retention, online and hybrid learning models, international student experience, career pathways and industry engagement, family support information and services.
Food supply
Paddock to plate insights, engaging the next generation of farmers, product and ...
Food supply
Paddock to plate insights, engaging the next generation of farmers, product and category innovation, supply chain transparency and efficiency, supply program and incentive innovation, customer and supplier segmentation and relationship models, livestock rep engagement, digital experiences, pricing structures and competitiveness.
Retail
Beating the ecommerce giants, omni-channel experiences & the augmented physical ...
Retail
Beating the ecommerce giants, omni-channel experiences & the augmented physical experience, designing value add services, membership & loyalty programs, business customer relationship models, customer value segmentation, post sale service and support experiences.
Hospitality
Designing luxury and premium experiences, delivering unique and personalised exp...
Hospitality
Designing luxury and premium experiences, delivering unique and personalised experiences, experiencing the brand at every touchpoint, designing sensory experiences, exceptional customer service principles and consistent team delivery, augmented digital experiences and services.
Pharmaceutical
Mapping the patient disease journey (acute, chronic and rare disease), mapping c...
Pharmaceutical
Mapping the patient disease journey (acute, chronic and rare disease), mapping complex healthcare stakeholder eco-systems, education and information (right content, right customer, right channel, right time), understanding prescriber behaviour, patient support and advocacy, screen interactions and tele-health.
Financial services
Enhancing the digital experience, tailoring financial solutions and experiences ...
Financial services
Enhancing the digital experience, tailoring financial solutions and experiences to customer needs, fund member loyalty and retention, advisor and broker experience delivery, customer onboarding, education & financial literacy, high care customer experiences, Integrating customer risk into material risk governance.
Utilities
Responding to changing customer needs and the policy environment, developing the...
Utilities
Responding to changing customer needs and the policy environment, developing the customer promise and measures, increasing trust and satisfaction, designing operating models that focus teams on complex work and digital on the simple high volume services, service provider engagement and accreditation programs.
Automotive
Path to purchase mapping - triggers, research, consideration sets, evaluation an...
Automotive
Path to purchase mapping - triggers, research, consideration sets, evaluation and purchase, fleet buying needs and experiences, trade account models and channel development, dealer network engagement, pre and post sales service experience uplift, financial services customer experience.
Transport & tourism
Seamless travel experiences from planning to post-trip services, transport inter...
Transport & tourism
Seamless travel experiences from planning to post-trip services, transport interchange experiences, wayfinding, signage and communication, customer segmentation, retention and advocacy, transport choice models, physical access and mobility experience, customer experience & service principles.
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