A social and market insights specialist with 20 years’ agency-side experience. Richard thrives on turning information into insights, and insights into actionable business initiatives. Richard has worked globally as a research consultant on projects ranging from brand strategy, segmentation, marketing communications, product develop and customer experience.
He is equally adept at designing, executing and debriefing qualitative and quantitative research methodologies and is well versed in a range of advanced statistical methods.
A meticulous project manager and a trusted partner to his diverse portfolio of clients, he recognises the importance of designing and delivering research that is not only technically sound, but that will engage stakeholders with a strong narrative, directly informing decisions that lead to organisational success.
Richard has helped brands, businesses and organisations around the world understand their markets and drive performance. He has presented to Ministers and influenced policy, worked with CEOs and boards to bring them closer to the customer and he’s helped major brands launch new products and services.
CUSTOMER EFFORT – IS IT AS IMPORTANT AS WE THINK?
Co-Presenter- Raechel O’Dwyer
Customer effort research has been shown to be a solid predictor of customer loyalty but there are instances where reducing customer effort has little impact or may be detrimental to a brand. The latest research from Quantum and Yarra Valley Water build a case for focusing on demonstrating ‘organisational’ effort and the importance this plays in driving positive outcomes across different industries.