Krakn applies behavioural sciences (neuroscience, cognitive psychology, behavioural economics) to design customer experiences that build lasting brand attachment.
Brand Persona
We map your cognitive signature (perceived personality, emotional anchors, what speaks to the intuitive brain) to identify what deserves to be amplified, reframed, or dismantled.
Customer Profiling
We decode their decision biases and true purchase drivers, beyond the rational discourse of declarative studies that overestimate intent by 200 to 300% (Sheeran, 2002).
Customer Communication
95% of purchase decisions are made by the intuitive brain. We craft your messages, headlines and visuals so they actually meet the psychology of your customers, where your competitors still speak only to the analytical brain.
Customer Experience
We track every unnecessary cognitive effort and emotional moment of truth, then redesign them to reduce what frustrates and amplify what creates loyalty.
Nudge
Calibrated to the exact context of each customer decision. Tested, deployed, measured.
Insurance: Network of agencies
Banking: Digital journey
Insurance: Customer experience
E-commerce
Whether you want to test our approach, transform a specific topic or steer in the long run, here is how we work.
A first targeted, fast, low-commitment diagnosis.
« Where is my digital journey losing customers without me knowing why? »
A behavioural analysis of one of your journeys (subscription, quote, member portal, app). Identification of cognitive frictions, biases working against you, moments where your customer's attention drops. 8 to 12 prioritised and actionable recommendations. A quick benchmark against two or three competitors.
For whomMarketing Director, Digital Director, Customer Experience Director.
« Are my customers truly attached to my brand, or just not yet gone? »
A first scoring of your customers' attachment on the 15 LoveScore dimensions, on a focused sample. Your brand's positioning against the benchmark of your sector. A reading of your relational vulnerability points. Designed to test the instrument before engaging a full study.
For whomMarketing Director, Customer Experience Director.
A structuring intervention on a specific issue.
« How do I turn customer loyalty into a measurable and steerable advantage? »
Full scoring of your customers' attachment on 15 psychological dimensions. A segmentation of your base into 6 relational archetypes (Lovers, Platonics, Ghosts, Bruised, Shy, Breakups). A sector benchmark. A loyalty action plan differentiated by segment, based on the real psychology of each profile.
For whomMarketing Director, Customer Experience Director, CEO.
Discover LoveScore in detail →« What is the real personality of my brand, and does it attract the right customers? »
The psychological identity card of your brand. Its personality traits, perceived values, emotional positioning. The gap between the identity you think you project and the one your customers perceive. Recommendations to align your brand with the psychological expectations of your target segments.
For whomMarketing Director, Communications Director, CEO.
« How do I redesign in depth a critical journey so it truly serves my customers and my results? »
Exhaustive analysis of a strategic journey (onboarding, claim, cross-sell, churn). Mapping of frictions and moments of truth. Design of targeted nudges. An operational redesign plan, ready to deploy.
For whomCustomer Experience Director, COO, Digital Director.
« Why don't my campaigns convert as much as they should? »
Behavioural audit of your existing messages. Redesign of the key messages of a campaign, based on segment-by-segment activatable cognitive biases. A behavioural personalisation framework your teams can reuse independently.
For whomMarketing Director, Communications Director, CRM Manager.
Strategic support and continuous measurement.
« How do I sustainably transform a strategic journey, from diagnosis to impact measurement? »
End-to-end support. Behavioural diagnosis, design of levers, support for implementation, impact measurement, continuous optimisation. The LoveScore instrument integrated into the steering of the journey.
For whomCustomer Experience Director, CEO, Chief Transformation Officer.
« How do I make customer attachment a strategic indicator validated on my own base? »
A joint three-phase programme over 12 to 18 months. LoveScore study on a representative cohort, cross-reference with your CRM data, predictive validation on the actual follow-up of the cohort. At the end: an instrument calibrated on your reality and a scientific case study valuable for your organisation.
For whomStrategy Director, Chief Risk Officer, CEO.
A 30-minute conversation is often enough to identify the right entry point.
Real cases, methods and results in less than 2 minutes.
We also operate in E-commerce, Retail, Tech, Energy, Telecoms and Automotive.
Applied behavioural science in business combines cognitive psychology, neuroscience and behavioural economics to understand how people actually make decisions. Unlike classical models that assume a rational consumer, it recognises that 95% of decisions are driven by the intuitive brain: fast, emotional, automatic. Krakn Behavioural uses this knowledge to design marketing, commercial and organisational strategies that activate the right cognitive levers.
Krakn Behavioural specialises in 4 sectors: Insurance, Banking, Healthcare and Mutual Insurance. We have developed deep expertise in the customer journeys, regulatory constraints and behavioural levers specific to each industry. We also operate in E-commerce, Retail, Tech, Energy, Telecoms and Automotive, where universal cognitive mechanisms apply with the same principles.
+29% sales in 6 months (insurance), +18% online conversion (banking), +47% volume of customer reviews (insurance), +30% conversion rate (e-commerce). Gold Award for Customer Loyalty 2025 and Special Jury Prize 2025 at the Cas d'Or Banque & Assurance, plus Gold Award for Customer Loyalty 2026 and Special Jury Prize 2026 at the Cas d'Or Customer Experience.
4 steps: 1) Exploration (scientific analysis and customer research), 2) Problem definition (identifying behavioural challenges), 3) Solutions (designing nudges and cognitive levers), 4) Testing (deployment and measurement of results).
Yes, Krakn Behavioural has offices in Paris and Geneva. We work in France, Switzerland, Belgium and Luxembourg. We are members of Diversifi Global for international projects.
Customer attachment in insurance is measured with LoveScore, Krakn's proprietary tool that evaluates 15 psychological dimensions (trust, identification, passion, emotional intimacy, engagement) on a representative customer sample. LoveScore then reveals 6 customer segments by cross-referencing NPS and attachment level, and predicts real loyalty far better than NPS alone. The 2025 Krakn LoveScore Auto Insurance Benchmark showed that 24.6% of NPS promoters are not actually attached to their insurer.
A behavioural audit of a digital journey analyses a customer journey (online subscription, quote, member area, app) through the lens of cognitive sciences. It identifies the cognitive frictions that cause drop-off, the biases working against conversion, and the moments where attention falls. Krakn delivers 8 to 12 actionable prioritised recommendations, in 2 to 3 weeks for a flash audit (from €12k) or 5 to 7 weeks for a complete audit with redesign plan (from €40k).
Krakn applies behavioural economics in banking on three major fronts: customer loyalty (attachment measurement, cognitive segmentation, differentiated action plans), digital journey conversion (friction audit, nudge design, key message redesign), and commercial performance in retail networks (ethical influence techniques, advisor scripts grounded in the psychology of decision). Measured results in mission: +18% online conversion on a digital banking journey, +29% sales in 6 months on an insurance branch network.
Let's talk about your project and identify behavioural opportunities.