// CASE STUDY //
HANRO is a Swiss heritage brand established in 1884, globally recognised for its understated luxury in lingerie, nightwear and loungewear. With a presence in global retail and e-commerce, the brand continues to evolve while staying true to its origins in refined European design. It partnered with Remarkably to assess its business through the lens of Remarkably Better – a proprietary brand intelligence tool that harnesses behavioural science and neuroscience, alongside the power of AI, to provide a multi-dimensional assessment of customer empathy, transparency and promise-keeping – sparking a customer insight-led transformation that is now informing strategy across the business.
HERITAGE MEETS NEUROSCIENCE: HANRO’ S BRAND TRANSFORMATION WITH REMARKABLY BETTER
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The challenge
HANRO’ s leadership team recognised that, in order to strengthen internal cohesion and remain competitive in the premium market, they needed a more advanced and emotionally intelligent way to assess their brand’ s health.
They engaged Remarkably, a B-Corp certified agency revolutionising brand intelligence through a neuroscience-informed, AIenhanced data platform called Remarkably Better. The platform goes far beyond conventional satisfaction metrics by offering a multi-dimensional assessment of a brand’ s empathy, transparency and promise-keeping – key indicators that determine how deeply a brand resonates with its customers.
Using the Remarkably Better framework, HANRO undertook a structured diagnostic across six dimensions: purpose, empathy, impact, transparency, promisekeeping and remarkability.
The intention was two-fold: first, to assess where the business was performing well and where there were gaps; and second, to understand whether internal teams across marketing, e-commerce, retail and operations were aligned in their perceptions of the brand across the six dimensions.
The findings revealed clear strengths, but also two key areas of focus:
• Purpose – The brand’ s deeper mission was not being consistently communicated or embedded across teams
• Empathy – There was a lack of shared understanding about who the HANRO customer really was, with customer profiles
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