US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail...

25
1 US US Retail Banking Coronavirus Customers & Prospects month end 19 June 2020

Transcript of US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail...

Page 1: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

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USUS Retail Banking Coronavirus

Customers & Prospects – month end 19 June 2020

Page 2: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

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US

MESH Experience

Coronavirus & US Retail Banking

Customers and Prospects

Field Period: 5.12.20 - 6.14.20

Report Date: 6.26.2020

Page 3: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

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To keep customers:• Safety first

• Reach out to customers

• Support community

• Advertise differences

• Optimize Owned channels

Bank of America outperforms other

major banks among its customers.

A safety-first approach in branch

and outreach to customers has

been particularly appreciated, as

has $ Billions invested to support

society.

PNC and Ally demonstrate helpful

communications through Owned

channels.

Page 4: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

In general, Bank of America customers are more concerned about the pandemic.

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Source: MESH Experience Retail Banking Study

Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital One n=121

Field Period: 5/12 – 6/14

Question: How much is [your bank] doing, if anything, to help its customers during the COVID-19 (Coronavirus) pandemic?, Are banks doing

enough to help customers during the COVID-19 (Coronavirus) pandemic?

PRE

7% 7%

16%

37%33%

4% 5%

17%

33%

42%

3%8%

18%

32%

39%

4% 5%

26% 28%

36%

Not at all concerned 2 3 4 Very concerned

How concerned are you about the COVID-19 Pandemic

Chase Bank of America Wells Fargo Capital One

T2B score

Chase = 70%

Bank of America = 75%

Wells Fargo = 71%

Capital One = 64%

Page 5: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

5%

2% 2%3%

26%

16%

12%

16%

9%10%

6%

1% 2%4%

20%

13%11%

15%

11%

15%

5%

2% 2% 2%

20%

16%

13%13%

8%

20%

3%

1%2%

1%

31%

12%13%

11% 11%

15%

0%

5%

10%

15%

20%

25%

30%

35%

1 - not doinganything to help

2 3 4 5 6 7 8 9 10 - doingeverything it can

to help

How much is [your bank] doing, if anything, to help its customers during the COVID-19 (Coronavirus) pandemic?

Chase Bank of America Wells Fargo Capital One

Bank of America and Wells Fargo’s efforts during the pandemic have been noticed by their customers.

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Source: MESH Experience Retail Banking Study

Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital One n=121

Field Period: 5/12 – 6/14

Question: How much is [your bank] doing, if anything, to help its customers during the COVID-19 (Coronavirus) pandemic?, Are banks doing

enough to help customers during the COVID-19 (Coronavirus) pandemic?

T3B score

Chase = 35%

Bank of America = 42%

Wells Fargo = 41%

Capital One = 36%

Market Average = 39%

PRE

Page 6: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Bank of America and Wells Fargo customers appreciate support in branch and local outreach.

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Source: MESH Experience Retail Banking Study

Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital One n=121

Field Period: 5/12 – 6/14

Question: How much is [your bank] doing, if anything, to help its customers during the COVID-19 (Coronavirus) pandemic?, Are banks doing

enough to help customers during the COVID-19 (Coronavirus) pandemic?

PRE

“Bank of America is doing their best to help their

customer by keeping their money safe and

giving their customers calls”

“Increased support for mobile banking and good

policies in place to stay safe in branches”

“They do a phenomenal job making sure that all

my needs are met I have absolutely no

complaints tech is good response time is good

staff are helpful”

“They have shields installed, guards are

wearing masks. There are six feet markers on

the floors.”

“They offered very best customer service during

pandemic”

“They are only letting a few people in their

branches at a time and using social distancing”

“They have branches open and a strong online

presence”

“They're reaching out to see if there customers

need help and are supportive of local

communities”

“They have put in a number of procedures to

make sure that customers safety is first &

foremost.”

“Limited number of people allowed in bank at

one time. Bank has 6 foot markers and requires

face masks…”

Page 7: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Bank of America is best in class among customers with particularly positive and relevant experiences. Capital One follows suit.

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Source: MESH Experience Retail Banking Study

Base Customer Brand Experiences: Chase n=131, Bank of America n=144, Wells Fargo n=76, Capital One n=56

Total Time Period: 5/12 – 6/14

Question: How did it make you feel?DIARY

5% 4% 5% 9%

38%26%

36% 23%

56%69%

59%68%

Customers - Percentage of experiences that are Positive, Neutral and Negative

B2B Neutral T2B

11%5% 7% 4%

22%

15%

30%25%

67%80%

63%71%

Customers - Percentage of experiences that are Relevance, Neutral and Irrelevant

B2B Neutral T2B

Page 8: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Bank of America messaging, “Tomorrow starts today”, and actions, investing $ Billions in society, work in tandem to make a positive future

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Source: MESH Experience Retail Banking Study

Base Customer Brand Experiences: Bank of America n=144

Total Time Period: 5/12 – 6/14

Question: Please describe your experience in as much detail as possible

“AOL news post of BOfA donation of

1Billion dollars to support racial

inequality”

Bank of America | Social Media | Very

Positive | Slightly more likely to choose |

Very Relevant

“It showed different situations of people around the country

doing basic everyday things. The message was we will

withstand the current situation and they are here for us.

Tomorrow starts today was the slogan.”

Bank of America | Online | Fairly Positive | No difference |

Fairly Relevant

I was just browsing through the news when

this article caught my eye. The article states

that BofA will be using this $1 billion bond to

''fund not-for-profit hospitals treating COVID-

19 patients, businesses that manufacture

and distribute protective medical equipment

and supplies and companies creating

diagnostic tests or vaccines to stop and treat

the virus.'' Although it's not about specific

financial services, but rather support in the

COVID-19 fight, it's a topic I'm interesting

in hearing more about.

Bank of America | Online | Fairly Positive |

Slightly more likely to choose | Fairly

Relevant

DIARY

Page 9: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Chase neutral experiences relate to low impact branch impressions and customers already knowing app features demonstrated in TV ad

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“I saw the branch while

driving to the grocery story.

I experienced no emotion or

other feelings”

Chase | Branch | Neutral |

No Difference | Very

Irrelevant

“I saw a Chase branch as I drove by. My

impression was neutral.”

Chase | Branch | Neutral | No Difference | Very

Irrelevant

“Showed that by using app your bank would

always be with you - Not relevant so no feeling”

Chase | TV | Neutral | No Difference | Very

Irrelevant

“Showed that by using the app your bank would

always be in your pocket. Nothing - not relevant

Chase | TV | Neutral | No Difference | Very

Irrelevant

Responses from same person

Source: MESH Experience Retail Banking Study

Base Prospect Brand Experiences: Chase n=131

Total Time Period: 5/12 – 6/14

Question: Please describe your experience in as much detail as possible

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In general, customer experiences are more likely to be through Owned channels vs benchmark – particularly for Chase and Bank of America.

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Source: MESH Experience Retail Banking Study

Base Customers (experiences of their own bank): Chase n=131, Bank of America n= 144, Wells Fargo n=76, Capital One n=56, total market 1933

Total Time Period: 5/12 – 6/14

Question: Where did you experience it?

DIARY

21% 22%13% 16%

10%

17% 17%

11%

16%

14%

10%13%

13%

9%

6%

2%

6%

4%2%

2%

2%

3%

4%4%

5%

8%

3%

9%0%

5%

4%3%

8%

2%6%

2% 1%1%

2% 1%

2% 1%5%

2% 1%

5% 5% 4%

7%7%

22%15% 18%

29% 30%

1%6% 0%

2% 2%

1% 2%1%

0% 2%

5% 4%8% 11% 9%

Chase CustomerBank of America CustomerWells Fargo CustomerCapital One CustomerTotal Benchmark - All brands total market

Touchpoint Share - Experiences of that Brand amongst it’s customers

Other

Poster/Billboard

Personal Conversation

TV

Online

Customer Service Call/Chat

Text Message

Social Media

Branch

Regular mail (post)

ATM

Banking App

Email

Online Banking

Contain

Owned

touchpoints

Total Benchmark

All brands total

market

Page 11: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

PNC bank communicates well through Owned channels to inform and reassure throughout these difficult times.

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“Great! They are always very informative.

Pleased!”

PNC | Social Media | Fairly Positive | No

Difference | Fairly relevant

“It was an email detailing our different scams that

are happening and to be wary of them. Made me

feel like they are looking out for me”

PNC | Email | Fairly Positive | Slightly more likely

to choose | Very relevant

“i logged into my financial account online, and

checked the balance, airline mile rewards, and

transactions for my primary and sole credit card

account. i was satisfied with the level of detail

provided, which included no pending-

processing transactions and the overall

balance.[felt] reassured and satisfied”

PNC | Online Banking| Very Positive | No

Difference | Very relevant

Source: MESH Experience Retail Banking Study

Base PNC Customer PNC Brand Experiences: n=20

Total Time Period: 5/12 – 6/14

Question: Please describe your experience in as much detail as possible

Page 12: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Ally’s customers’ experiences were largely around being informed of new CD rates and were generally positive.

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“was searching for a place to safely park

temporary money i need in a few months. i saw

an ally advertisement for penalty free cd’s and

lots of options for savings.”

Ally | Social Media | Very Positive | Much More

likely to Choose | Very relevant

“New rates on CDs. We have a few due..

Disappointing that rates are low. “

Ally | Online | Fairly Positive | Much more likely to

choose | Very relevant

“This was a letter from Ally reminding us that

we have a CD that is due to mature soon. I

like that we still receive paper statements in the

mail. Technology is great, paperless statements,

but it’s so easy to lose important messages

through email.”

Ally | Regular Mail | Very Positive | Much More

likely to Choose | Very relevant

Source: MESH Experience Retail Banking Study

Base Ally Customer Ally Brand Experiences: n=21

Total Time Period: 5/12 – 6/14

Question: Please describe your experience in as much detail as possible

Page 13: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Recommended actions for your customers.

• Highlight what you are doing both for your customers (especially in branch) and for

the community, as your efforts will be appreciated

• Be mindful that customers may engage less if you only highlight what already

exists in your advertising – consider communicating how this is different from other

brands so they understand the value

• Owned channels are effective and customers are paying a lot of attention to them –

so optimize these to communicate a range of messages

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Page 14: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

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Chase’s experiences with prospects are more

positive, persuasive and relevant than those

for other banks due to appealing TV ads.

Capital One experiences impact on prospects’

perception that the brand is different. Its

advertising intrigues prospects.

Bank of America builds trust, but experiences

are not persuasive.

From a lower base, having a Wells Fargo

experience increases brand consideration

with prospects, ahead of other major banks.

To attract prospects:• Advertise new features

• Be different!

• Emphasize convenience

• Support community

• Use TV

Page 15: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Chase does a great job generating positive, persuasive, and relevant experiences among prospects. Capital One is not far behind.

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Source: MESH Experience Retail Banking Study

Base Prospect Brand Experiences: Chase n=171, Bank of America n=137, Wells Fargo n=110 , Capital One n=201

Total Time Period: 5/12 – 6/14

Question: How did it make you feel?DIARY

4%9%

15%2%

32%

39%

46%

42%

65%52%

38%

55%

Chase Bank ofAmerica

Wells Fargo Capital One

Prospects - Percentage of experiences that are Positive,

Neutral and Negative

B2B Neutral T2B

5% 7% 8% 3%

45%

58%67%

58%

50%

36%25%

39%

Chase Bank ofAmerica

Wells Fargo Capital One

Prospects - Percentage of experiences that are Persuasive,

Neutral and Not persuasive

B2B Neutral T2B

8%

26% 30%16%

21%

21%

31%

28%

71%

53%39%

55%

Chase Bank ofAmerica

Wells Fargo Capital One

Prospects - Percentage of experiences that are Relevant,

Neutral and Irrelevant

B2B Neutral T2B

Page 16: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Chase TV ads, highlighting mobile app capabilities, generate positive experiences among prospects.

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Source: MESH Experience Retail Banking Study

Base Prospect Brand Experiences: Chase n=171

Total Time Period: 5/12 – 6/14

Question: Please describe your experience in as much detail as possible

“Chase was promoting their mobile app for their exclusively online banking- you

could deposit a check from anywhere just by taking a picture. I thought it was

very convenient”

Chase | TV | Fairly Positive | Slightly more likely to choose | Fairly Relevant

“Excellent commercial showing how the Chase app can help you manage your

account.”

Chase | TV | Very Positive | Slightly more likely to choose | Very Relevant

“While lying in bed, watching the morning news, an ad for chase financial

services came on. This ad contained hand-drawn images of people -- some of

them in covid-19 situations -- who were doing their banking tasks

electronically (e.g., taking a pic of a check as a way to begin depositing the

funds).

Chase | TV | Fairly Positive | No difference | Fairly Relevant

25%

56%

56%

56%

47%

47%

61%

62%

Different

Ethical

Fair

Helpful

Inclusive

Innovative

Reliable

Trustworthy

Pre

+0

-1

-5

+7

-3

+4

-5

+9

Net Gain

Net Gain = Impact on Imagery

between pre and post surveys.

Prospects who had experience with

Bank vs did not have an experience

Page 17: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Capital One’s modern branches and higher interest rates intrigue prospects.

17

“The savings rate for capital one is 5 times the average savings rate! why didn’t I

notice this before? perhaps I was distracted by the very attractive spokesman.

hmmm. back to the ad… I have seen commercials on tv for capital one many times

before. i love how casual capital one branch banks are now. it truly is banking

reimagined.”

Capital One | Magazine | Very Positive | Much more likely to choose | Very Relevant

“Describing various ways, method to bank, have coffee and feel modern in a cafe

lounge setting. A more intuitive way of customer 360 view I would believe. There is

one of these just down the street.”

Capital One | TV | Very Positive | Much more likely to choose | Very Relevant

“Commercial opened with the spokesman breaking a roomful of ice to make the point

that most banks offer so little interest on savings that your money almost feels like it’s

frozen. Then he said that Capital One’s rate is five times the national average.

Capital One | TV | Fairly Positive | Slightly more likely to choose | Very Relevant

Source: MESH Experience Retail Banking Study

Base Prospect Brand Experiences: Capital One n=201

Total Time Period: 5/12 – 6/14

Question: Please describe your experience in as much detail as possible

35%

49%

48%

50%

43%

49%

58%

50%

Different

Ethical

Fair

Helpful

Inclusive

Innovative

Reliable

Trustworthy

Pre

+7

+2

+3

+2

+2

+1

+3

+8

Net Gain

Net Gain = Impact on Imagery

between pre and post surveys.

Prospects who had experience with

Bank vs did not have an experience

Page 18: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Bank of America’s “Tomorrow starts today” helps build trust among prospects.

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Source: MESH Experience Retail Banking Study

Base Prospect Brand Experiences: Bank of America n= 137

Total Time Period: 5/12 – 6/14

Question: Please describe your experience in as much detail as possible

18%

38%

39%

40%

31%

35%

42%

36%

Different

Ethical

Fair

Helpful

Inclusive

Innovative

Reliable

Trustworthy

Pre

+6

+3

-5

+0

+0

-1

+1

-2

Net Gain

“Talked about how in these trying times good things can come out of a hard

situation and how Bank of America is there to help you.”

Bank of America | TV | Fairly Positive | No difference | Neutral

“It was an article in USA Today about companies assisting throughout the

COVID-19 pandemic.”

Bank of America | Online | Fairly Positive | No difference | Very relevant

“Showed a lot of different scenes especially darkened buildings that had been shut

due to coronavirus. But that Bank of America is there for us and then the lights

started to slowly go back on as if helping to return us to normal.”

Bank of America | TV | Very Positive | No difference | Farily relevant

Net Gain = Impact on Imagery

between pre and post surveys.

Prospects who had experience with

Bank vs did not have an experience

Page 19: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Wells Fargo deepens its relationship within the community.

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Source: MESH Experience Retail Banking Study

Base Prospect Brand Experiences: Wells Fargo n=110

Total Time Period: 5/12 – 6/14

Question: Please describe your experience in as much detail as possible

16%

25%

27%

27%

34%

27%

30%

32%

Different

Ethical

Fair

Helpful

Inclusive

Innovative

Reliable

Trustworthy

Pre

+0

+2

+0

+4

-4

+2

+3

+6

Net Gain

“Theme was ''stepping up'' - Wells Fargo is offering mortgage payment relief,

employees are giving food to those in need, donating $175 million dollars to

assist local communities.”

Wells Fargo | TV | Very Positive | Slightly more likely to choose | Neutral

“An advertisement from this company plays on TV. It was about the brand itself

and how they strived to earn customer's respect. I felt that this kind of

commercial was unique and cool.”

Wells Fargo | TV | Fairly Positive | No difference | Neutral

They take the time to understand your business from your operations to your

long-term vision and goals. And they support you with local relationship

managers and bankers, who work alongside your team to help keep your

business on track and moving forward.”

Wells Fargo | TV | Fairly Positive | No difference | Neutral

Net Gain = Impact on Imagery

between pre and post surveys.

Prospects who had experience with

Bank vs did not have an experience

Page 20: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Capital One and Chase experiences increase prospects’ perception.

20

Source: MESH Experience Retail Banking Study

Base Prospects who had brand experience: Chase n=79, Bank of America n=72, Wells Fargo n= 56, Capital One n=92

Field Period: 5/12 – 6/14

*Shaded box indicates greater or less than +/-5 shift

Question: Which of these words do you associate with each bank?

PRE – DIARY – POST

18%

38%

39%

40%

31%

35%

42%

36%

Different

Ethical

Fair

Helpful

Inclusive

Innovative

Reliable

Trustworthy

Pre

25%

56%

56%

56%

47%

47%

61%

62%

Different

Ethical

Fair

Helpful

Inclusive

Innovative

Reliable

Trustworthy

Pre

16%

25%

27%

27%

34%

27%

30%

32%

Different

Ethical

Fair

Helpful

Inclusive

Innovative

Reliable

Trustworthy

Pre

35%

49%

48%

50%

43%

49%

58%

50%

Different

Ethical

Fair

Helpful

Inclusive

Innovative

Reliable

Trustworthy

Pre

Impact on Imagery – Prospects who had experience with bank vs did not

+0 +6 +0 +7

-1 +3 +2 +2

-5 -5 +0 +3

+7 +0 +4 +2

-3 +0 -4 +2

+4 -1 +2 +1

-5 +1 +3 +3

+9 -2 +6 +8

Net Gain Net Gain Net Gain Net Gain

Page 21: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

39%

T2B

Pre

The impact of activity on prospects, largely through TV, comes through most strongly for Chase, Capital One, and Wells Fargo.

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Source: MESH Experience Retail Banking Study

Base Prospects who had brand experience: Chase n=79, Bank of America n=72, Wells Fargo n= 56, Capital One n=92

Field Period: 5/12 – 6/14

Question: Now, how strongly would you consider opening a new financial service account from the following banks (if you were in the market for a

new account)?

PRE – DIARY – POST

58%

T2B

Pre

28%

T2B

Pre

52%

T2B

Pre

Impact on Consideration between pre and post surveys – Prospects who had

experience with Bank vs did not have an experience

+2 Net Gain

+1 Net Gain

+8 Net Gain

+4 Net Gain

Page 22: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Recommended actions for your prospects.

• Showcase what makes you different. Capital One does this well with its modern

cafes.

• Emphasize convenience such as Chase and its banking app. Highlight daily tasks

you can make easier for prospects.

• Plant your roots in the community and broadcast it. Wells Fargo and Bank of

America are both donating millions in local COVID-19 relief efforts and receiving a

positive response.

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Page 23: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

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APPENDIX US

Page 24: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

Real-time Experience Tracking (RET): Methodology

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BEFORE DURING AFTER

Survey to capture brand health metrics and

imagery

Diary to capture brand experiences in real-time

via mobile

SURVEY REAL-TIME SURVEY

Survey to capture brand health metrics and

imagery to measure impact of experiences

Experience Maximizer to identify touchpoint impact

Page 25: US Retail Banking Coronavirus US Customers & Prospects ... · Source: MESH Experience Retail Banking Study Base Customers: Chase n=334, Bank of America n=305, Wells Fargo n=238, Capital

MESH Experience is a data, analytics and insight company working with

Fortune 500 organizations, like Delta Air Lines and LG Electronics. We

believe that brands today should take an Experience Driven Marketing

approach, looking through the eyes of the customer to understand all paid,

owned and earned brand encounters. Our proprietary methodologies,

datasets and models help us give clients faster and better advice on

how to optimize their marketing investment. Real-time Experience

Tracking (RET) was described by Harvard Business Review as “a

new tool (that) radically improves marketing research”.