INSIGHT
Why Online Retailers Are Starting to Care about Your Feelings  

As more and more commerce moves to online and mobile, many incumbents are struggling to adapt. We believe growth stems not just from embracing digital or from chasing trends but from a deeper understanding of human behavior. Consumer and retail companies have gathered more data about their customers than ever before. But do they really know what motivates consumers? We believe that raw data alone is insufficient when trying to get to the cause of what drives consumers to choose one product or retail experience over another. Data needs to be paired with humanity.

Practice Leader
Robyn Bolton, Partner  

Our expertise is rooted in creating powerful new business models that satisfy not just functional needs but also complex emotional and social “jobs to be done.” We’ve helped market leaders develop new products and retail formats while also building lasting innovation capabilities. See our client impact stories below to learn how our expertise aligning strategy with innovation has led to the creation of new value.