Consumer ยท Customer profiling
Exploring Longitudinal Brand Value with Notonthehighstreet
150
community members
3-year
Insider's Lounge
Weekly
tasks
The challenge
Capturing the mindset of regular and lapsed customers
Notonthehighstreet (NOTHS) wanted to re-engage lapsed customers by understanding the drivers behind their shifting purchase habits.
They needed to identify the barriers preventing site visits and capture ongoing feedback on everything from competitive threats to the effectiveness of their marketing communications.
Project context
- Industry Online marketplace
- Solution Customer profiling
- Format Long-term community (Insider's Lounge)
- Participants 150 members
- Methods Weekly tasks, discussion, continuous SWOT analysis
The approach
A long-term Insider Community on our platform
We established a bespoke, long-term research community that evolved from a three-month trial into a three-year Insider's Lounge.
Consistent engagement
We engaged 150 members in weekly tasks to explore their mindsets, purchase triggers, and unmet needs.
Tactical and strategic feedback
We explored topics ranging from gifting attitudes to granular feedback on UX, product optimisation, and website refinements.
Continuous SWOT analysis
The community provided a live SWOT analysis that informed both day-to-day tactical fixes and long-term new product development.
The result
Embedding the customer voice into the C-suite
The Insider's Lounge became a powerful internal tool with buy-in from the CEO down. The insights helped NOTHS get closer to their target customer and develop more effective strategic communications to drive retention and increase brand awareness.
Ready to see incling in action?
Talk to the team about your research challenge and we will show you what is possible.