As you put the Halloween decorations away for another year, are you one of the many people thinking twice about that age old tradition of carving a pumpkin? 

#pumpkinrescue is trending on social media as organisations and consumers alike raise awareness of unnecessary food waste that the Halloween tradition creates. According to Hubbub, in the U.K., 18,000 tonnes of pumpkin go to landfill every year (that is the equivalent of 360 million portions of pumpkin pie) and many people have had enough, using the hashtag to encourage consumers to eat the remains of their pumpkin instead. 

Concerns around food waste are no fad. Our latest research, The Concerned Consumer, found that food waste is a key issue globally, with 63% of consumers telling us they do their bit to address food waste. This is particularly important for consumers in the UK and the US, where the figure rises to 71%. 

Keen to explore this topic in more detail, we’ve been digging into the conversations around food waste on Twitter, using a comparative analytics tool called Relative Insight. 

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So aside from discussions around #pumpkinrescue, how is food waste being discussed online?

Freezing food is a key topic of conversation. It is seen as a sustainable way to keep food fresh for longer, minimising food waste overall. And while thinking about pumpkins (which is a fruit by the way – yes, we googled it), we found that consumers are generally confused about whether they can or can’t freeze certain vegetables and fruit.

Another popular topic around food waste is finding a purpose for food scraps. Consumers are calling for more recipe suggestions incorporating vegetable scraps, or ways of composting it. Take a pumpkin as an example; the flesh can be used in pies and bread, the guts can be used for broth and mulled wine, the skin is edible in small varieties, and the seeds can be roasted. 

Want to discover more about the environmental, ethical and health concerns driving purchase behaviour in food and drink? Download our Concerned Consumer research.

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The role of leadership is not what you think. The likelihood is, the more you think of yourself as an expert in leadership – the less likely you are to be a ‘great leader’. If, when you try and picture a great leader you see Steve Jobs, Jack Ma, Nelson Mandela or Elon Musk. You are probably even further away. Let me explain.

The Rugby World cup is currently on in Japan. A feast of games that has already thrown up an unlikely result such as Japan beating Ireland. The Premier League is also in full swing and it brings an interesting contrast to what a ‘Captain’ looks like for each. I have been lucky enough to captain both a rugby team and a football team (in my younger, fitter days). And the difference is huge. In rugby, you must choose a strategy. When given a penalty, you pick from 1 of 4 potential restarts. It is the captain’s choice and the right decisions at the right time can hugely influence the result. For football, as a recent article talking about the potential for Maguire to be a future captain of Manchester United said, you just have to shout loudly.

So is Elon Musk or Steve Jobs more of a rugby or football captain? Probably neither. They are perhaps more of a Tiger Woods (let’s keep the sporting analogies going!). Tiger Woods has a caddy who helps him immensely. But he has to have his own strategy, play his own way. And he has to execute every shot. That is Elon Musk. He knows more about his products than anybody else. Steve Jobs knew exactly what he wanted to do with his products.

So a leader has to be an expert, know the strategy or shout loudly? According to a new book from HBR – a leader is simply someone who has a follower. This is perhaps a better reference for the workplace – rather than sporting analogies. I am sure there are many people that we have all worked with over the years that have been put into a position of ‘leadership’ that makes you question … why? The problem, in a larger organisation, is that people are mandated to follow. They HAVE to do what their boss says. They don’t follow willingly. They are forced. But that person is still a leader, because they have a ‘follower’.

There are so many books, publications, articles and how tos about leadership, that it is almost impossible to navigate the viewpoints with a clear understanding of what makes a great leader (and I do realise the irony of writing this within a blog about the role of leadership).

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How do you identify a leader?

Within an organisational context, how do you find the ‘next great leader’? If the ‘bosses’ are not great and their ‘followers’ only do as the boss decides – how do you identify the next best? For me, that is the opportunity for the organisation. If the company culture and initiatives can be geared up to provide everyone with an equal opportunity – then does the cream naturally rise to the top?

In the past, Kadence has worked with ICLIF – a not for profit that specializes in leadership development. Part of a piece of work that we did was a 28 market study on leadership. It was part of the context for a book written about open source leadership. Within this book it was argued that because of a 24/7 world of connectivity, true leadership can not be done in the same way as before. That at the end of the day ‘leadership is more than an art than a science’ . As such, books on ‘how to lead’ simply don’t work.

One of the key areas of the book raised the question about how to find leaders within your organisation. The suggest was ‘Throw out challenges to the entire employee base and see who comes forward to showcase their talent and energy. Those who raise their hands year after year to solve company problems or exploit revenue opportunities are your natural leaders for tomorrow.’

This is great leadership. Having an organisation that allows those with passion and desire to showcase it off. It is not about forcing Harry Maguire to shout, it is about giving a voice to those that want to. So instead of thinking about individuals that are great leaders, perhaps we should be thinking about cultures that allow innovation to thrive? That the role of leadership is not to lead, but to set up a system that allows people to work on their best ideas.

At Kadence, one of the key traits that we look to develop in all of our team members, is the ability to think creatively. The term ‘creativity’ is often misunderstood. It can be seen by some as a trait that only ‘artistic’ people possess – and not something to improve over time. Whilst it is true that some people perhaps have a more natural leaning towards creative outputs (and why we employ dedicated designers to help with the visual appeal of our output) at its root, thinking creatively is of vital importance for the growth of a business.

If you have not read Ed Catmull’s book ‘Creativity Inc’ – Overcoming the Unseen Forces That Stand in the Way of True Inspiration – I would highly recommend it. Firstly, it is a fascinating story about how a person who dreamed of becoming an animator, but could not draw, ends up as the President of Walt Disney Studios and Pixar! However, more importantly is that Catmull brings forward usable, relatable stories of how they could foster an environment of creative thinking. “For me, creativity includes problem-solving. That’s the broad definition of it”.

Thinking outside the box

Whilst it may be easy to associate creativity with a movie studio – much of the lessons learned are hugely practical for any business (or team within a business) that are tasked to ‘think outside the box’ to solve a problem. For me, the largest problem with the term ‘thinking outside the box’ is that it is a cliché, with no clear meaning or benefit derived from doing so. Sometimes, thinking ‘within the box’ is effective. By the purest definition, it was ‘thinking inside’ that you got you to where you are today. ‘The box’ is often a negative, the norm, staying with what you know, how a company operates, and there is often nothing wrong with optimizing this as a starting point.

However, there does come a time where you need to look for new ideas and inspiration. You could Google ‘how to think outside the box’ but there are many, many results that come up – and whilst some claim to give you advice (Forbes for example) it is not as easy as that to implement.

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Using research as a tool to think creatively

This is where research companies can play a pivotal role … not just by collecting data, but by helping you think about a problem differently – creatively!

At Kadence, we look to help companies make sure that they are focused on the impact that research can have – and we work creatively to be able to do that. Our starting point is always making sure that we are thinking about the business goal. A great example of this (and an interesting read regardless) is in HBR’s article on ‘Are you Solving the Right Problems’. The author describes framing a problem, an elevator being too slow in an office building – with disgruntled tenants – with the list of potential solutions geared up around making it faster (new lift shaft, upgrade motors, change algorithms etc). However, the problem is really that ‘the wait for the elevator is annoying’. This then presents a much different list of potential solutions (provide entertainment, TV screens, mirrors to check appearance, etc) – all of which are much cheaper than construction of new lift shaft!

This correct framing of the problem brings us back to creativity as a tool. If we are tasked with thinking ‘creatively’ about a problem, how do we do so. Particularly if we have been ‘in the box’ for a long time. The rest of the HBR article continues with suggested ways of re-framing the problem, but at Kadence – we go searching outside the box!

Harnessing ‘spheres to influence ‘ to find new solutions

We use a term called ‘spheres of influence’ to assess what are the associated, but distinct industries, or experts that might be able to give an opinion on the problem or potential solution. We draw this up with our clients, then we go looking for our creative solutions. For example, when working with an airline, whose goal it is to create the best in-flight experience possible we would create a map of the ‘spheres’

Spheres of influence - What is the best inflight experience we can create?

By looking at the spheres of influence on a brand, and by speaking to people who have a viewpoint on this (e.g. for an airline, understanding views on what makes best in class bedding or a best in class luxury car seat etc) we can reframe the problems creatively and therefore focus our proposed solutions on something that is likely to be more relevant.

Increasing creativity in your organisation

As a first step, you could always look to assess how creative you, or your teams are. There is a test called the Torrence Test of Creative Thinking (which we recently carried out on our team in Kadence) that allows you to assess how creative individuals are. If you do find that you or your team score low on this, don’t fret. Either give Ed Catmull’s book a read….or simply get in touch with Kadence*

 *ideally you should do both

We’ve all been there. That moment of frustration when you visit a store or restaurant or hotel and are so entirely and completely underwhelmed by the experience. Perhaps it was the inattentive or poorly trained staff. Or the unclear and confusing information. Or the restricting opening hours. But what makes the whole thing worse is that this is not what you were promised – the ads; marketing and branding all suggest a very different experience. As an extreme example, the hot water that United got into for forcibly removing a passenger is a complete mismatch of its brand promise of: “connecting people. Uniting the world.”

On the flip side, there are golden moments when the unexpectedly wonderful happens. The barista remembers your name and favourite order; you’re given a hotel room upgrade; the restaurant goes out of their way to accommodate your food allergy.

The reason for both of these reactions is because of the unexpected. The experience you were primed for by the brand promise is different. Causing an emotional reaction as we deal with that.

Experiences have become perhaps the most important aspect of shaping the brand. Not only can experiences be documented and shared more easily than ever with camera phones and social media; but an experience is more visceral and powerful than any marketing and will live on much longer in the memory.

However, a recent survey by the Chartered Institute of Marketing suggests that only 53% of marketers claim successful alignment between brand promise and experience; just 37% believe their employees understand how to deliver this brand promise; and a measly 17% feel they enable their employees to suggest way to improve brand experience.

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Part of the reason for this is that it’s hard to measure the brand experience. Brand health studies measure the brand promise not experience; Satisfaction studies test the brand’s SOPs rather than the consumers’ experience; and mystery shopping relies on a small sampling of outsiders’ opinions. Relying on these studies alone is not enough for the CXO to draw any kind of conclusions about how their customers are experiencing the brand. Also, is it even relevant?

After all, while ‘satisfaction scores’ and ‘likelihood to promote’ a brand can be assumed to imply that the customer ‘likes’ the brand, that inference does not necessarily show the CXO what is the nature of the experience, and what specifically about it created the ‘emotional hook’ strong enough for the customer to want to ‘promote’ the brand to other users or have been satisfied. In short, it will likely leave more questions than answers, rather than illuminating actionable next steps for improving the process.

Rather, you need a measurement tool that tells you what customers of your brand (as well as your competitor, and even category) value when it comes to experience. Something that complements current studies you already have; but offers deeper insights that can help you create a strategic plan of action. A piece of research that sheds light on not just the ‘what’, but the ‘why’ of your customers’ emotional connection (or disconnection) with your brand based on their experience.

In short, Kadence’s Emotional Connection Matrix (ECM) is what you need. We have completed a study amongst Singapore consumers across categories on how individual brands scored in terms of emotionally-connecting with them, how these brands compare to others, which product category has the highest tendency to provoke positive emotional connections based solely on brand experiences, and what kinds of actions actually lead to said positive emotional connections. Drop by the CX Conference 2019 at Four Seasons Hotel on 26th July to satisfy your curiosity, as we talk more about the Emotional Connection Matrix.

From churn rate to net promoter source, there are numerous metrics for understanding customer satisfaction. But if you want to go beyond satisfaction and create an experience that truly delights customers, should you be measuring something different?

Our latest research sought to understand the factors which create customer delight across 11 markets which match Kadence International’s global footprint: the UK, US, Singapore, Vietnam, Thailand, the Philippines, Japan, Indonesia, India and China and Hong Kong. Is there a universal view on what creates customer delight or does this differ market by market?

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We found that customers across the world have the same priorities. What matters most, regardless of market, is going the extra mile by delivering service that goes beyond expected roles and responsibilities. Whilst there was some regional variance in the importance of secondary factors, going the extra mile was by far and away the most important element, with 52% seeing this as the best way of creating delight.

So if there’s a universal consensus on what creates customer delight, is it time for brands to start thinking about a new metric? Particularly those organisations that need to compare performance across a global audience? To talk to us about a customer experience challenge, please get in touch.

We are thrilled to have been recognised as the best market research agency in Singapore at Marketing’s annual Agency of the Year Awards.

Kadence International triumphantly brought home gold for Market Research Agency of The Year, after winning bronze in the category for two consecutive years.

The Agency of Year awards seek to recognise the industry’s top talent in Singapore, with entries being judged by a panel of 37 client-side marketers. The panel described Kadence’s strategy as “very relevant and on point”.

Commenting on the accolade, Phil Steggals, MD of Kadence Singapore said “This award is an acknowledgement that smart thinking and trusting clients leads to impact in organisations, as opposed to off-the-shelf products. We set out to raise the impact of research in the region – by making a real difference to our clients’ businesses – and this is fantastic recognition that this ethos is really resonating.”

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Market Research Agency of the Year (Gold) - Kadence staff group photo
Market Research Agency of the Year (Gold) - Stage and Screen
Marketing Magazines Agency of the Year Awards 2019 - Group photo

Death by PowerPoint is still a killer. The solution? Invest in design

Design is the silver bullet for research. Make your findings interesting, simple and easy to understand and the world will take notice. If it intuitively makes sense your findings will spread like wildfire. If not, it’ll die on the screen.

Recently there’s been a hive of innovation in research: online; mobile; social… the list goes on. But this list is all just different methods of collecting information. What has been more resistant to change is how we present that information.

If research wants to have more impact with decision makers, we need to be more palatable for them. This means translating the findings into something they can intuitively understand. The problem is it is easiest to present people with the same representations used by the research: graphs and numbers. This is not the way it ought to be. We need to present decision makers with information in the format most appropriate to their needs and to the decisions they need to make. What is wrong with a lot of presentations today is their design, which requires people to behave in research-centred ways, picking apart data and numbers, ways for which many people are not well suited. What we find, then, is that the form of representation makes a dramatic difference in the ease of understanding the research.

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There are two tasks for any audience – finding the relevant information and deciding upon the desired action. The design of the research presentation can either help or hinder this process. We believe we must work harder to make sure the design of the presentation does not get in the way; as if designed inappropriately we are at risk of losing the audience and not giving them the opportunity to find the information and make the most appropriate business decisions.

To combat this, we will argue there are three major changes researchers need to undertake:

  1. Get better at PowerPointToo often the presentation is a data dump of raw findings from the methodology. Little thought goes into how a novice should understand it. Teams need to be taught design theory and trained in how to maximise the potential of PowerPoint. For example, learning about Gestalt psychology will help researchers know how to space, design and layout results.
  2. Go beyond PowerPointWe need to loosen our grip on PowerPoint and embrace other forms of information delivery. A lot of times a deck of slides isn’t the most appropriate format. Why not put together a video debrief of your findings that brings the information to life? Why not create a bookmark with the top 5 takeaways for your stakeholders? Why not mock up an example advert that best reflects what consumers would most respond to?
  3. Hire a designerWe believe having an in-house designer is now as essential as having an in-house data analyst. Not only do designers bring a skill set and design experience that they can leverage, they also are unshackled by years of research training and so bring fresh eyes and perspectives to research, making the output they create at once more relatable and accessible for any audience.

We believe that taking on even just one of these changes will greatly enhance the impact and relevance of research to senior decision makers

Nowadays people have very hectic and busy lifestyles – trying to balance work, home and a social life is increasingly challenging. However, companies are becoming more attuned to this and starting to adapt their products to suit.

Lack of time is typically the main reason for lack of participation in sport or gym attendance. However, it remains hugely popular, with the number of people taking part every week reaching around 16 million and the number of fitness centre members in the UK being the highest ever.

Maybe this is because gyms are increasing the number of classes or reducing their length to be more flexible. For example, some gyms are now promoting 30 minute classes, which are easier to squeeze into your lunch break. Some offices even have gyms that you can pop to whenever in the working day to help cater for busy lifestyles. Also having exercise studios entirely dedicated to one activity (such as yoga) means there are more classes for people to choose from.

Participation in high-intensity exercise classes and activities, like spin and boxercise, continue to attract large numbers of people, potentially rivalling more traditional sports such as football, netball and hockey. Outdoor activities such as bootcamp and Parkrun are also increasing in popularity which are seen as a highly sociable way to exercise. Maybe this is people’s way of ticking both the ‘exercise’ and ‘socialise’ boxes on their to-do lists?

More established activities like yoga and pilates are still gaining in popularity as well. These classes are expected to provide both physical and mental benefits – such as increased muscle strength and tone, improved athletic performance, stress relief and encouraging relaxation. People can therefore achieve a healthier lifestyle in a more compact way, which saves time relative to completing several separate activities to achieve the same benefits.

As well as exercise companies, nutrition companies are also adapting to people’s hectic lifestyles. Nutrition is becoming more of a focus and healthy eating is a main element of having a healthy lifestyle. We have therefore seen the rise in trends such as The Body Coach, Joe Wicks, who promises that you’ll be able to lose weight, despite eating more food and spending less time at the gym. He also has a 15 minute meals cookbook that caters for those lacking time in the evenings and suggests quick exercises you can do in the comfort of your own home.

Adapting to hectic lifestyles has also paved the way for food companies such as HelloFresh or Gousto. Their USP is that they deliver fresh ingredients and healthy recipes straight to your doorstep. This means you can get back from a busy day at work and have your dinner all bought and planned out for you – all you have to do is follow the recipe. The next step on from this is Deliveroo that actually delivers healthy food options straight to the doorstep of either your home or office ready for consumption! So now when you get home from work late and cooking is the last thing on your mind, instead of the traditional Chinese or Indian takeaways you can now get Pho or Sushi delivered to your door!

So having a healthy lifestyle doesn’t appear to be a fad or a trend, it’s the way things are nowadays. We have already seen intersections between health and exercise but this also begs the question – where will this go? What’s next for healthy lifestyles?

Maybe exercise and retail companies will start partnering up. For example, introducing grocery stores at the gym to save having to do a food shop later that evening. Or they could pair up in a totally different way. It may be counter-intuitive but BeerYoga is something that I stumbled upon recently where attendees can drink beer whilst doing yoga. Now this ticks all the boxes – social, mental and physical. Will that mean that WinePilates or SushiSpin emerge as trends as well? It’s fair to say some of these may seem slightly odd now but many fads do before they become accepted into society.

There’s a great book by Columbia Business School associate professor, William Duggan, called Strategic Intuition. The book posits that intuition is ‘the selective recombination of previous elements into a new whole.’

One of Duggan’s examples of intuitive thinkers is one of Napoleon’s early campaigns. When ordered to re-take the port of Toulon from the British invaders via frontal assault ‘with the sword and bayonet’, Napoleon suggests an alternative strategy; to take the smaller fort of L’Agiuilelette, which overlooks the port of Toulon. Against the received wisdom of his peers and commanders, Napoleon goes ahead with his plan, takes the fort, and in doing so terrifies the British into leaving Toulon and sets his path for Emperor of Europe.

What’s interesting here – and why Duggan raises this example from history – is how Napoleon came to his plan, by bringing together abstract parts of his memory and experience: his reading of the contour maps on the area of Toulon; his knowledge of how best to deploy light cannon and his understanding of past British defeats. The contour maps showed him that the fort of L’Aiguilette occupied high ground over Toulon; from his light cannon experience he knew he could take the cannon up to the fort and deploy them overlooking Toulon and the British fleet; and his understanding of past British defeats at Yorktown and the Siege of Boston taught him that the British would never again risk being cut off from their navy.

None of those thoughts – contour maps; light cannon; British defeats – were taught to Napoleon together. Instead, as Duggan argues, it is the ‘selective recombination of previous elements into a whole.’

Have you ever had an idea flash into your mind? A random thought disconnected from what you’re trying to concentrate on – that’s strategic intuition. And it’s proof that our brains are non-linear. Try as we might, we struggle to focus on a single thought for a long period of time. Rather our brains are adept at working in our subconscious and delivering fresh ideas and insights at a moment’s notice.

You can’t help but think of multiple things at once, or just as likely thinking multiple things about one idea at once. In contrast, however, Word, PowerPoint and Excel, by their very nature, are linear. Word splits information over different pages, PowerPoint chunks information in slides and Excel breaks then across tabs. And all are subject to the limitations of screen size. This linear function is in direct odds to the brain’s non-linear thinking, forcing you to work to their restrictions.

By chunking information into different pages, slides or tabs it also forces the brain to change its functioning.  When all the information is displayed at once, the brain can focus on analysis and connecting information. We can tap into the very strength of our brain – making random, subconscious associations. However, when chunked over different pages, slides and tabs the brain must first remember all the information it has been exposed to before it can then begin to analyse and connect it. This exerts increased cognitive load on the brain and causes a significant break down in your brain’s ability to create those connections.

So, what if we moved away from linear formats and embraced our brain’s capacity for non-linear thinking, for sparks of insight. This is where the power of Post-It notes – or record cards, or just scraps of paper – come in. 

When first planning or thinking of an idea or concept, a good idea is to plot your thoughts on Post-It notes. Each one holding one thought. And filling your table, or wall, or desk with them. The beauty of this is that it embraces our non-linear brain. A random thought or idea can be jotted down and placed to the side, not distracting your attention by needling your mind but also addressed and captured quickly during it’s fleeting appearance. Overall, Post-It planning seems to help in three main ways:

Making connections

Post-It notes and record cards allow for the creation of non-linear narratives. With the use of Post-It notes, or record cards and a box of pins, you can map out an entire concept visually, highlighting interconnecting thoughts and relationships – celebrating the very non-linear thinking our brains champion and computers cannot copy. As an individual activity working with Post-Its allows us to re-arrange ideas as we go. Once we have captured all our thinking on multiple Post-Its we can then begin to rearrange them over and over again, in different orders and ways until we are happy with our outcome.

A free-form structure

By filling a wall with Post-It notes we are avoiding a linear path through the information, rather we are creating a free-form structure. Every time you look at the wall, or return to the room, you can look at the Post-It notes in a different order. And perhaps draw out new meaning or sense from it. It also means you’re not enforcing a structure on others, they too can create their own path through the information – a very effective element when developing ideas and concepts with others.

Fostering collaboration

When working together, cards and post-it notes invite displayed thinking. By committing our thoughts to paper and then arranging them on a wall we can easily invite others to see our thinking; but just as easily others can begin to add to, edit or rationalize our thoughts, so that together we can create a shared cognition about an idea and together create a common understanding. This shared activity fosters creativity, especially as any person can re-arrange cards.

So, before you next fire up your laptop ask yourself, would I be more creative if I used Post-Its and embraced my brain’s non-linear thinking?