Customers
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.
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.
"It’s often shining a light on something that everybody knows but nobody’s really thought about before ... they are able to highlight different themes and give them a significance that they haven't had before. It’s so powerful because it’s always a real lightbulb moment."
"It was actually commissioned to do something quite specific and it ended up changing a lot of the communication of the organisation in the broadest sense. It gave the organisation a really distinct voice and allowed us to create change."
"We also needed to be paying some attention to the internal culture. But that’s a very hard thing to do because usually you don’t have a language to talk about it. I mean culture is a terribly nebulous word, so I thought of Linguistic Landscapes as a way of making that tangible"
"Their value is helping companies transform themselves from the inside out."
"It has the power also to get to the root of the problem before you get further down the line, like you can create the platform for the whole of your communication strategy with some good work from Linguistic Landscapes, that will help inform your communications development for years to come."
“I was not entirely sure what to expect. There was, therefore, a little nervousness about investing the money. (But) we have been able to drive a very challenging conversation about organisational approaches to communication and campaigning. It has thrown up profound and far reaching challenges to (our) core communications approach - the research helped shine a specific and credible light into some very difficult areas.”
"I use LL because they give me insight that I can’t get elsewhere and also because I know that senior people within the organisation - because it’s evidence based - will also understand it. And then the organisation can actually do something with the output, rather than just go 'Isn't that interesting?' "
"It is something tangible and real, in a way that anybody can actually understand, rather than becoming abstract and conceptual, which is often the problem with cultural models."