Stuck not loyal
"My bank is ok I’ll probably stick with it. I wouldn’t recommend it to you though."

A well-known bank was suffering from bad social media reviews and low customer experience metrics. The bank had invested heavily in technology to make it easier for customers and had a strong outbound brand image but still customers were feeling alienated.
Cimigo started with at the heart of the matter and focused on their staff. The old adage ‘People make an organisation’ has no greater relevance than in the service industry. It’s not what you do; it’s how you do it.
By exploring employee experience, Cimigo began to see why. The development of their digital touch points and brand expression had bypassed the employees completely. Without employee buy in, understanding and call to action, the brand could not develop connectivity (digitally or in person) with their customers.
Cimigo focused on building a stronger emotional connection between the brand and its employees. Brand engagement at this level, then resonated with customers to deliver significant customer WOW moments. Moments of delight which make an impression, get talked about and build advocacy.


Children snacking across urban and rural Vietnam
Jul 28, 2021
Building a market entry plan and route to market for children’s

Decoding and re-engineering
May 28, 2021
A former leader in a fast-moving category watched their equity and shares decline over three

Mark Ratcliff - Managing Director
The team at Cimigo are my favourite researchers in South East Asia. They’ve proved adept at tackling the most private and complex personal issues at qualitative research level, not flinching when the client endlessly chopped and changed fieldwork timing, or ramped up the workload without warning. They have recruited the most extraordinarily niche consumers without pause or complaint. Their patience with clients and their flexibility and hard work that went above and beyond what was initially asked of them on two projects relating to sexual behaviour means there is now no other research company we would choose to work with in that part of Asia. The fact they also pulled off a third project for us so well, on men’s relationship with beer and beer advertising, shows they have breadth of expertise— we still quote from the report they produced.
The team at Cimigo are my favourite researchers in South East Asia. They’ve proved adept at tackling the most private and complex personal issues at qualitative research level, not flinching when the client endlessly chopped and changed fieldwork timing, or ramped up the workload without warning. They have recruited the most extraordinarily niche consumers without pause or complaint. Their patience with clients and their flexibility and hard work that went above and beyond what was initially asked of them on two projects relating to sexual behaviour means there is now no other research company we would choose to work with in that part of Asia. The fact they also pulled off a third project for us so well, on men’s relationship with beer and beer advertising, shows they have breadth of expertise— we still quote from the report they produced.

Sam Houston - Chief Executive Officer

Minh Thu - Consumer Market Insights Manager

Travis Mitchell - Executive Director

Malcolm Farmer - Managing Director

Hy Vu - Head of Research Department

Joe Nelson - New Zealand Consulate General

Steve Kretschmer - Executive Director

York Spencer - Global Marketing Director

Laura Baines - Programmes Snr Manager

Mai Trang - Brand Manager of Romano

Hanh Dang - Product Marketing Manager

Luan Nguyen - Market Research Team Leader

Max Lee - Project Manager

Chris Elkin - Founder

Ronald Reagan - Deputy Group Head After Sales & CS Operation

Chad Ovel - Partner

Private English Language Schools - Chief Executive Officer

Rick Reid - Creative Director

Janine Katzberg - Projects Director

Anya Nipper - Project Coordination Director

Dr. Jean-Marcel Guillon - Chief Executive Officer

Joyce - Pricing Manager

Matt Thwaites - Commercial Director

Aashish Kapoor - Head of Marketing

Kelly Vo - Founder & Host

Thanyachat Auttanukune - Board of Management

Hamish Glendinning - Business Lead

Thuy Le - Consumer Insight Manager

Richard Willis - Director

Ha Dinh - Project Lead

Geert Heestermans - Marketing Director

Louise Knox - Consumer Technical Insights

Aimee Shear - Senior Research Executive

Dennis Kurnia - Head of Consumer Insights

Tania Desela - Senior Product Manager

Thu Phung - CTI Manager

Linda Yeoh - CMI Manager

Cimigo’s market research team in Vietnam and Indonesia love to help you make better choices.

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