Our Services
We believe that focus is important
We only work in areas where we have experience, expertise and passion and where we know we can add value for our clients.
Health and Wellness
The Pandemic of course changed everything. Or nearly everything. One thing it didn’t change was the way in which customers perceive and value brands. The enduring values of clarity of purpose, passion for excellence, and integrity in execution and communication still remain as the currency of exchange.
A renewed interest in natural remedy, self-reliance, outstanding service – all have brought reinvention to sectors as varied as care homes to CBD, fitness to female health, aromatherapy to AI, private medical care to pharmacies.
Luxury and Lifestyle
The world of luxury and lifestyle are closely entwined. Whether a product or a service, the common denominator lies in the experience the brand provides. The household names we have worked with, bespoke brands and start-ups, all understand the importance of the brand story and the ability to finesse it towards different customer tribes and typologies.
We have learned the rhythms and cadence of different cultures and markets, collaborating with different partners and platforms to enhance and future proof brand equity and commercial return. As a result, we create stories that inspire, convert and retain customers over years and generations.
Retail and Hospitality
Digital dominance in retail and hospitality has accelerated the need to align channels and experiences across both virtual and real customer touchpoints. Of course, online connection creates exponential reach but the brand interaction through the physical – product, service and overall experience is the clincher for driving continual loyalty beyond reason.
Retail can win or lose through its product and Hospitality is no exception. Both survive on the culminative effect of all touchpoints working as an integrated whole. The pandemic has changed views and behaviours and the future consumer is hungry for so much more. The fundamental principle remains the ability to pivot and adapt to changing consumer needs and desires
Hubs and Destinations
Most destinations have had to revisit their positioning and perception as their reliance on inbound tourists has been put into jeopardy since the pandemic. The ability to build brand strategies for the short and long term is now paramount; taking initiatives and building narratives that can still maintain future visions.
For many destinations the ability to target and prioritise tourism segments has starkly illuminated those that have rested on their laurels. The future of destinations relies on their power to think big and small – to educate and influence governments, and at the same time, improve the pillars of the destination to ensure that they lead with a narrative of their own.
“Jill and her team are a rare find. They combine true imagination and innovation with
beautifully crafted consumer strategy. For anyone looking for real passion, global
access and imagination with structure – these are the guys.”
Ciara Hurley-Stewart – Global Partnerships Asprey
Our Services
Brand Strategy
The best brands live. They change, adapt and sing. They remain current, often provocative, but their narrative will always reinforce their purpose and passion. Our skill is in unlocking that truth and bringing it afresh to tired and jaded customers.
- Data analysis, research and Insight
- Target customer market strategies
- Brand Identity and design
- Brand vitality audits
- Partnership development / management
- Market entry strategies
CEX
Your customer experience is of course “always on”. It colours perceptions and conversations. Every detail counts – from the sincerity in a smile, the ambassador on the doorstep, right down to the no quibble refund. Not just the process but the emotion in the alliance between customer and brand. We plan that journey for you across all of your channels to build the right touchpoints, capabilities and data to make the result, intuitive, memorable and joyful.
- Current customer tracking across touchpoints and channels
- “Desirable outcome” mapping for each touchpoint
- Prioritising the moments that matter
- Redefining service standards and critical actions
- Automation and integration with existing platforms
- Customer research validation
Destinations
Destinations are, of course, more than a sum of their parts. They have a personality, heritage and story too. We work top down and bottom up, to ensure that there is an invisible but compelling tapestry combining your myriad brands into memories and impressions that linger long after the moment. We nurture and finesse it, bottle it, represent it, and keep it fresh.
- Trade and affinity partner engagement
- Blueprints and country/segment strategies
- In market representation
- Partnership events in market
- Trade and Press familiarisation
- Closed events
Marketing Communications
Marketing collateral may have changed over the years, but the end goals have always remained the same. Understand your customer and anticipate their needs. The ubiquity of data has helped (and hindered) and seeing the wood for the trees is still an art.
The complexity of channel management has added vitality but often at the cost of substance – building uniqueness and remaining distinctive, requires constant attention.
We do not offer a formula, just a promise to understand your brand and make it live.
- Market segmentation
- Customer typologies
- Customer experience and journey mapping
- Campaigns and promotions
- Collateral and content
- Social media, digital marketing
Social Strategy
If ever there was ever a clearer example of how quantity can undermine quality, social media wins the day. The volume of traffic seems to rise in direct proportion to the downward trend in engagement. The key tenets of relevance, timeliness and targeting seem to have got lost in the excitement of finding the next micro influencer.
Social strategy is an art, but an art that still relies for success in defining clear campaign goals, recognising that this is a channel for conversations not push comms, building great relevant content that is current and timely, and understanding how to interpret the forensic analysis available to finetune your audience engagement.
- Channel KPI’s
- Audience definition
- Techniques to drive engagement
- Building and maintaining a current content bank
- Automation and timely engagement
- Analysis and measuring results
Our Clients
