Services
We Watch
How do we understand your customers’ experience as they interact with you, your products and your spaces? It’s simple: we watch them! We believe there is no better way to capture basic human interactions than to take the role of observer, watching people as they interact in their natural environments. So next time you’re out, ask yourself, is ERS watching YOU?
We Talk
Comfortable conversations are the lifeblood of our business. Whether it’s in-store, online, in a Shopalong or through a Focus Group, we want to talk to you and your customers! Our team of Ethnographers are truly mobile, talking to customers all across Canada, recording data and sending it back to us at HQ quickly, efficiently and in real-time. And when we combine our discussions with our observation techniques, we are able to create a holistic understanding of your end-to-end experience; what your customers are actually doing versus what they say they’re doing, how they feel and what they want.
We Listen
When we need to engage multiple stakeholders, it is important to us that all feedback remain anonymous. That way, our results are always genuine and un-biased. Our Collaboration Centre allows us to facilitate hybrid discussions, combining human interaction elements with the security and anonymity of an online discussion.
We See
It’s difficult to eliminate the bias of the human mind. If asked to recall something as a customer in a store, chances are you might be wrong. It’s not that you mean to lie, but your memory tends to remember only what it wants to. To tackle this, we’ve eliminated the middle man and gone straight to the source: the human eye. Our eye-tracking technology allows us to see exactly what your customers are seeing and doing as they interact with you, your products and your spaces. Whether it’s in-store or in the ERS Lab (constructed specially for every project), we have a front-row seat for your customers’ experience!
We Know
We believe that it’s not enough to HEAR your customers; we want to know how they really FEEL about you. Our specially-designed Text Analytics software allows us to get to the emotional underpinnings of your customer experience to identify the feelings that define, delight and destroy loyalty.