Boost sales, increase market share and differentiate your brand from competitors by proactively engaging with your customers - generating positive emotional responses that build customer satisfaction, loyalty and advocacy. 

When you know who your customers are as individuals, and understand their attitudes and actions, you can optimise their experience and deliver service that exceeds their expectations. 
 
We'll work with you to manage, measure and improve customer experiences to create true customer engagement. We deliver stand-alone and integrated services across the entire customer journey: customer experience management and measurement, customer engagement, multichannel communications, analytics and insight and brand management. 
Digital
 

Customer Experience

Every customer has different expectations. Delivering a first-rate customer experience is one thing; delivering a personalised first-rate customer experience takes your business to a whole new level.
 
We help brands to do just that by providing powerful and truly actionable business intelligence, obtained from surveys, mystery shopping and market insight; and which we blend with advanced insight and analytics to deliver information for driving business change.
 
With over 120,000 mystery shoppers on our consumer panel to gather intelligence, and a dedicated research team specialising in customer experience surveys, we can provide you with a clear picture of what's happening - and how your customers feel about it - across multiple channels and touchpoints.  You'll receive digestable insight that highlights successess and opportunities for improvement. 
 
For example, we've helped DFS to significantly increase their NPS score through customer journey mapping, using customer satisfaction surveys and mystery shopping. 

CUSTOMER INSIGHT FOR DFSGOT SOMETHING TO SAY? SAY IT ON SOCIAL!

 
Loyalty

Customer Engagement

Effective customer engagement drives brand loyalty, and ultimately profitability.  But how much engagement is enough?  Too little and they won't remember you; too much and you risk being too needy, or even intrusive. 
 
We can help you engage your customers across multiple channels in ways that are personal, relevant and timely, turning customer engagement into true customer relationship building. 
 
For example with Whitbread, we created an industry-first loyalty programme which has grown to over 2 million members, who each receive personalised and event-driven communications.

WHITBREAD INCREASES FREQUENCY & SPEND

 
Channel

Brand Management

What's the most effective way to protect your brand assets - internally, amongst channel partners and during product recalls?
 
We have solutions that can make sure that your brand is marketed and represented in the right way at the right time to the right people, minimising the risk of misrepresentation, inconsistency or negative perception. For channel partners, this means empowering and supporting them in achieving their objectives through delegated marketing, while managing and measuring asset use.
 
And the recall solution we run for Ford Europe has been held up as an example of automotive best practice by VOSA for its process and percentage penetration. 

SUPPORTING FORD'S BEST PRACTICE

 
Customer experience

Multichannel communications

By understanding and responding to your customers' preferences, you can enhance your relationship with them - as well as increasing opportunities for brand engagement by communicating with them in ways they like.

As an Econsultancy Top 25 digital agency, we're equipped to help you interact with customers across multiple communication channels to achieve industry-leading engagement rates. Together, we can help you realise, create and deploy blended, multichannel marketing automation programmes that will demonstrate your ability to reach and engage with customers on an individual basis.

We helped O2 deliver 5 million offers and prizes to their Pay & Go customers, across multiple channels (email, IVR, SMS and web).

MULTICHANNEL LOYALTY FOR O2

 

Data Science & Analytics

With so much data available, there's no excuse for not knowing who your customer is, what their attitudes, actions and preferences are, and how they wish to engage with you.

Big data or not, masses of reports will bog you down unless you have the means to manage it, interpret it and turn it into meaningful insight that can be used to create a single customer view. We can do all that for you, as well as blending transactional (POS/loyalty data) and attitudinal/emotional (mystery shopping and CSAT) data to help you understand your customers across your portfolio, by individual brand, by segment, and as an audience of one.

 

Grass Roots is accredited with ISO9001 and ISO/IEC 27001 (data security).

97% CUSTOMER SATISFACTION FOR LEXUSGOT SOMETHING TO SAY? SAY IT ON SOCIAL!