You may feel frustrated - it seems like your customers can’t tell you anything new. Or you’re disappointed that what they say in research doesn’t match what they do in practice.

Listening closely - analytically - to their familiar language helps you hear what they say differently and understand what's going on.

Customers v2
"There are things that are right in front you that you can’t just see. LL show it to you and you leave meetings with them energised and excited about potential”
VP, Global Financial Services

Think like your customers

Forensic analysis of customer language in research, in social media, or when they complain, reveals the unspoken assumptions that underpin what they say. If you can understand your customer’s world view – not just what they are thinking but HOW they are thinking - you are far better equipped to design products and services for them.

Connect better

It's easy to lose the ability to talk your customer's language. Ideas and products take shape in your world, not theirs, and internal language starts to affect your ability to communicate and connect. Closing the gaps between your own language and that of your customers - gaps that have become invisible to you - allows you to get closer and re-engage.

Get more value from research

It’s expensive to gather high quality data like qualitative interviews or NPS verbatim comments. We squeeze more value from research you’ve already paid for, using linguistics and discourse analysis. This analysis consistently shows subtleties and patterns that aren’t obvious, but which can explain previously inexplicable behaviour and open up new ways to engage with customers.