WE ARE WREN
We use experiences, events and film to create big shifts in customer empathy that drive change
We believe customer truths need to be felt, not just heard
We give insight a louder voice through the power of
Customer Closeness
WHO WE ARE
We are Customer Closeness specialists with an extensive insight background
We love bringing these worlds together in new and different ways to make insights take flight across businesses
WE USE CLOSENESS
TO POWER-UP RESEARCH
So our clients feel what their customers feel, rather than simply hear a story in a debrief. We’re inventive in making time with customers the main event, not the debrief at the end.
WHAT WE DO
WE USE CLOSENESS
TO ADD GREATER MEANING
We use our time with customers to build the full picture between data, trends and human insight, creating powerful stories for boards and beyond.
WE USE CLOSENESS TO BROADCAST TO THE MASSES
Insight is for everyone in a business. We’re passionate about giving it a louder voice, so everyone from HR, to the shop floor, can hear it sing.
WE ARE SMALL, FAST SPIRITED AND NOISY
We’re a lean, senior team, we don’t do timesheets or delegation. We’re inquisitive & restless, searching in every nook and cranny for hidden truths to shout about.
What is
Closeness-led Insight?
Closeness-led events and experiences to bring a new perspective, explore hypotheses & interrogate ideas
CUSTOMER TRUTHS UNCOVERED
Filling the data gaps with meaningful insight
FEELING NOT HEARING
Stakeholders get stuck in observing, questioning, interacting and building with customers, in person and virtually
Raising stakeholder customer EQ
BROADCAST TO THE MASSES
Closeness-led outputs with wider reach. Think podcasts, headlines and customer films over long debriefs
Insights taking flight across your business
...embedding customer truths in big business decisions
QUALITATIVE RESEARCH IS A CRAFT, BUT IS IT ENOUGH?
At its heart it’s observation, emotional connection and storytelling; great research is about uncovering something no-one has seen or understood before. But it can go under the radar in businesses.
INSIGHT TEAMS HAVE PLENTY OF DATA, BUT NOT THE FULL STORY
WHY WE DO IT
Data, in all its forms, often lacks the deeper level of understanding behind big and small shifts (in usage, attitudes, behaviour) to build the complete picture.
THAT'S WHERE OUR CLOSENESS-LED APPROACH COMES IN
We design and facilitate customer / stakeholder experiences and create robust stories that combine data, trends and customer voice to build influence at a higher level. So our clients feel and act on this consumer shift vs. simply hear it in a (long!) debrief.
WE BELIEVE IN CLOSENESS AS THE ANTIDOTE TO AI
In a world of AI powered market intelligence, carving out and protecting real life connection with customers is more important than ever.
OUR APPROACH
Questions we answer using Closeness-led insight:
01
Who really are our segments?
We fire up segmentations to give them a new lease of life in your business. We use ethnographic Closeness methods to bring stakeholders into customer worlds and outputs such as podcasts, docu-series and audio shop alongs to reinvigorate your segmentation.
What’s the real reason customers are lapsing?
We run Closeness events to unpack 'hot topic' business issues through a customer lens. Our specialised Closeness approaches uncover fresh insight and allow stakeholders to explore their hypotheses. We always triangulate outputs so the customer voice stands robust.
02
How do we put customers at the heart of our offer?
We design Closeness workshops and bespoke experiences for client teams to develop service propositions, creative communication and product ranges side by side with customers. Think CEOs and customers presenting elevator pitches together!
03
How can we bring the customer into our onboarding journey?
We work with Insight teams to design DIY Closeness methods and immersive ‘step into your customers’ world’ digital tools so everyone joining a business feels closer to the customer voice from day one, whether joining the Exec or the call centre.
04
How do we keep the customer front and centre in business planning?
We run a regular customer drumbeat via monthly or quarterly virtual Closeness panels, for the wider business to listen in and contribute. These focus on revolving hot topics pertinent to the business with regular Q&A and virtual breakouts.
05
"
Jude and Hannah helped to ensure the customer voice was front and centre of business planning - as part of our Customer Closeness programme they helped grow a hugely important & engaging insight product stakeholders of all levels could connect with and consumers enjoyed being part of, delivering outputs the business could really action.
DEAN TAYLOR
Director of Research & Insight
at John Lewis Partnership
OUR WORK
"
Jude & Hannah were brilliant from the start – working collaboratively with the PRH team to deliver a hybrid solution of interactive sessions with a live-streamed element. The sessions were exceptionally well managed and struck the perfect balance of structure and purpose, real unfiltered interaction with our segments. Jude & Hannah are brilliant strategic researchers, personable moderators and excellent organisers and facilitators. I couldn’t recommend them highly enough
ANNA LOUGHRAN
Head of Audience Insight,
Penguin Random House
Our decades of agency experience alongside our time client-side has given us a unique perspective on the challenge of activating insights and the power of Closeness.
MEET US
MEET JUDE
A self confessed restless researcher, Jude has worked in five leading insight, brand consultancy and Customer Closeness agencies before venturing client-side to design, grow and deliver a Customer Closeness product alongside Hannah, her work wife of dreams. A quiet thinker (but loud facilitator), who enjoys dragging very senior people to very normal homes.
MEET HANNAH
Hannah started professional life in advertising but soon realised that customer insight was her passion. She has spent 15 years since unpicking what drives customer decision making. Which has led her to believe that big (corporate) change can come from simple (customer) truths. But these have to be felt by the right people in a business. And so Wren was born!
SAY HI
Want to chat about the highs and lows of landing insights with impact? We’d love to hear from you!
Wren Insight is a trading name of W5 Insight Ltd, a company registered in England and Wales (company number 12938679)
Registered address - 5 Windermere Road, London, W5 4TJ