At Brooks Bell, we’re dedicated to facilitating sustainable customer growth and retention by placing your customer at the heart of every decision. As a boutique consultancy with a 20-year track record of success, we specialize in insight-driven transformation, helping brands navigate complex marketing and customer experience challenges. Our team–with deep expertise in analytics, experimentation, UX research, and organizational effectiveness–is uniquely positioned to advise on both consumer behavior and the intricacies of enterprise operations. Unlike larger firms, we offer highly customized solutions that prioritize value creation over standardized frameworks, as well as hands-on coaching, training, and facilitation to drive tangible impact. We partner with clients who share our vision of unlocking untapped potential within their organizations, embracing customer-centricity while mitigating risk through a test-and-learn approach. Many of our clients come to us disillusioned by the one-size-fits-all solutions offered by larger consultancies, and seek the personalized attention and meaningful results that only a boutique firm like Brooks Bell can deliver. As part of our commitment to excellence, we maintain a selective approach to client engagements to ensure maximum focus and impact. Our goal is not just to increase your revenue and cut costs, but to fundamentally transform organizations, empowering teams to work more effectively and efficiently in service of their customers' needs.
Brooks Bell的外部链接
16 W Martin St
US，North Carolina，Raleigh，27601
Brooks Bell转发了
Discover how Gregory Ng, CEO of Brooks Bell creates workplace cultures centered around education, pride of work, and happiness. Register for our next members-only Coffee With Leaders event and be inspired by his Whole-Self Movement and workplace philosophy: https://bit.ly/4fmZmXr \#ChamberCoffee \#WorkLifeBalance \#MentalHealth \#SmallBusiness \#Raleigh \#TriangleNC
A very Happy Halloween from the Brooks Bell Team...and a not-so-happy one from our pets. ?? ?? #companyculture
Think you know Gen Z? Think again. Our Consumer Mindset Report shows that the way this generation shops differs greatly from others. Understanding their behavior is key to capturing their attention this holiday season. Download the report to find out out how Gen Z is reshaping retail in 2024: ? Learn effective strategies to drive key actions and conversions within this age group ? Understand how their online and offline shopping habits pose a challenge t brands, and ? Uncover what, exactly, influences gen-z purchasing decisions the most. Download the report: https://lnkd.in/egdv7NYv #GenZ #ConsumerBehavior #Retail #CX #Ecommerce
Our Consumer Mindset Report reveals why #Millennials are still making big in-store purchases, what they value most from brands, and how you can tap into their #shopping habits to drive #growth this #holiday season. Check out a few interesting insights below. To dive deeper into the data, download the full report: https://lnkd.in/egdv7NYv #ecommerce #retailtrends #consumerinsights
Traditional marketing funnels were built around predictable, linear paths to purchase: Awareness. Interest. Desire. Action. And then Gen Z entered the chat. Read more via Vogue Business https://lnkd.in/eps4xrqE
We feel lucky to call North Carolina home to our HQ and many of our employees. Sadly, the western part of our state was heavily impacted by Hurricane Helene last week, causing severe damage to key infrastructure, and leaving many without access to essential resources like food, water, electricity, and shelter. As cell service begins to be restored, the devastation is becoming clearer as more images and stories emerge from the area. For many, the North Carolina mountains are a magical and sacred place—whether to visit or to call home. Beyond well-known towns of Asheville and Boone, there are countless small highland communities, main-street villages, and close-knit valley towns. All of these places will continue to suffer deeply, even after the news coverage fades away. If you’re moved to help, we encourage you to donate to a trusted organization supporting immediate relief and/or long-term rebuilding efforts. One suggestion is nc.gov/donate. All donations go directly to the North Carolina Disaster Relief fund, which is managed by the United Way of North Carolina. Every donation makes a difference.
What drives today’s consumers? How do shopping habits differ across generations? Today we launched our Consumer Mindset Report which dives deep into these questions and more, revealing powerful insights that will redefine your approach to customer engagement this holiday season and beyond. Key Findings: ? Across all generations, in-store shopping is still king, despite the rise of e-commerce. ?? ? 53% of Gen Z are impulse buyers, driven by flash sales and promotions. ?? ? Millennials are spending more in-store, making them a key demographic for premium, personalized in-person experiences. ?? Head to our website to get the full report ?? https://lnkd.in/egdv7NYv
Brooks Bell转发了
?? Picture this: You place an order through the Pizza Hut app and when you receive the delivery, there's a missing item. What do you do? If you are like me, you search through the app to find a way to contact the company to resolve your issue. And if you are like Pizza Hut, you force the user to dig through the menus to find a link to pull up a customer chat window. And to make matters worse: the person on the chat proceeds to ask you: ? Did you place a carryout or delivery order? ? Did you order on the phone, on the web, or the app? ? What is the EXACT store address? ? What is the date and time of the order? ? What is the total amount of the bill? ? What is your full name and address? ? What is your order number? When I asked why they didn't know all of this already I received a response that they "do not have access to customer records." This is NOT customer-first behavior. In fact, this process sends a message to customers that they could care less about making it right. When a customer has an issue, it is one of the most important opportunities for a brand to not only make it right, but create a fan for life. I'm going to repeat this again because it is so important: When a customer has an issue, it is one of the most important opportunities for a brand to not only make it right, but create a fan for life. Now in all caps so it really sticks: WHEN A CUSTOMER HAS AN ISSUE, IT IS ONE OF THE MOST IMPORTANT OPPORTUNITIES FOR A BRAND TO NOT ONLY MAKE IT RIGHT, BUT CREATE A FAN FOR LIFE! P.S. The customer service agent mentioned she would escalate my issue and asked how I preferred to be contacted. I responded with "email". Since then, I have received zero emails....and 1 phone call.
Successful change management isn't just about processes or technology—it's about people. Our latest blog dives deep into how modern leaders can most effectively drive change by focusing on those tasked with actually doing the work to bring transformation initiatives to life: employees. https://lnkd.in/grFeJFg8 #ChangeManagement #Leadership #OrganizationalCulture
?? Sneak Peek Alert! We're excited to share an early insight from our upcoming report on generational shopping behaviors. Our July 2024 survey of nearly 1,000 U.S. consumers reveals an unexpected trend: across all age groups, in-store shopping is more prevalent than online or mobile purchases. Take a look at the data below and share your thoughts. Why might in-store shopping be making a comeback? If you'd like to get the the full, 20+ page report upon release, comment "generations" and we'll add you to our distribution list. #RetailTrends #ConsumerBehavior #GenerationalInsights #InStoreShopping