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Clients

How albelli reclaimed its unique character

Everyone knows Albelli. Photo books filled with memories, emotions and stories. But the market changed rapidly. Where Albelli was once the obvious first choice, more and more providers with similar products entered the scene. Price fighters, drugstores and department stores all promised quality too. The photo book became a commodity. Albelli wanted to know: how do we still differentiate, and how can we make that tangible again for customers?

The process

The process

You don’t buy a photo book with your head. You buy it with your heart. Why does one brand resonate, while another doesn’t? Where does a customer disengage or feel connected? And what happens between the first idea and the moment you hold your book in your hands for the first time? It starts with understanding how customers feel, not just what they do.
What remained unseen?

Choosing a photo book is rarely a rational decision. It’s about capturing memories, sharing pride, preserving love and sometimes about loss. Yet the customer journey was mainly viewed through the lens of product and functionality.

What was missing was insight into the emotions and unconscious needs that play a role throughout the entire process: one that begins long before creating the book and continues well beyond the moment it lands on your doorstep.

What did we uncover?

We discovered the unconscious drivers and needs behind every step of the process and where along the journey people feel touched or become frustrated. This gave us deep insight into customers and the drivers behind their behaviour.

Creating movement

Albelli now understands what truly drives its customers. In short, this has become an endless source of renewed distinctiveness. Albelli shifted its focus from quality to emotional resonance. Instead of competing on price, the brand created moments of recognition throughout the customer journey, paying attention to exactly those touchpoints where emotion plays a role.

In this way, Albelli rediscovered its premium positioning. Not by speaking louder, but by listening more closely to what truly drives its customers.

Insight into behaviour-shaping factors

Beyond NPS. What’s next?

NPS tells only half the story. Behind every score lies an unseen world of emotions, doubts and drivers that shape customer behaviour. This whitepaper shows how to uncover that deep layer. For organisations that don’t just want to measure, but truly want to listen, understand and create change.
Behavioral change
Subconscious
Emotions
Download white paper
Download white paper

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