Tank has worked with customer journey specialist Tensator Group for a number of years. Although trade magazines were queuing up for our expertise, we needed a big idea to break into the national press.
We decide to focus on a big consumer bugbear, self-service tills. The team devised a survey, finding that one in three shoppers had become so frustrated that they had walked out of store without buying anything. We teamed up with a professor of retail to add some academic clout and offered the results as an exclusive to the Daily Mail.
Tensator Group’s survey became a massive talking point. We were soon inundated with media requests, receiving coverage on the likes of This Morning, BBC Radio 2 and Radio 5 Live. Good Morning Australia also gave us a mention. Tensator Group had gone (even more) global.