Consumer Engagement Strategy – Banking
Industry: BankingObjective: Keep the most profitable customersTarget Market: BankingExecution: Thank you program. The most profitable customers were sent a web link to select a gift to thank them for their business. The value of the gift varied according to the profitability of the customer. The most popular gift card was a Visa Prepaid cardResults: Stronger …
Customer Retention Strategy – Telecommunication
Industry: TelcoObjective: Retain customers on renewalTarget Market: Renewing contract customersExecution: As contracts were expiring, customers were asked to go online and select a gift for renewing.Results: Branded eftpos card was the most popular reward.Retention rates improved by 30%
Achieve A Competitive Edge
Industry: Insurance ClaimsObjective: Achieve a competitive edgeTarget Market: ClaimantsExecution: Claimants were given a Prepaid Visa card to purchase a replacement product of their choice rather than a specified product being sentResults: Increased market share.
Providing Relief to Disaster Victims
Industry: Insurance ClaimsObjective: Provide a superior disaster relief serviceTarget Market: ClaimantsExecution: A Prepaid eftpos card was given to claimants to give immediate access to financial relief.Results: Avoided dependency on cheques & bank account (which people may not be able to access in a disaster). Supports victims taking control of their recovery
Customer Satisfaction Improvement – Banking
Industry: Major Australian BankObjective: More effective handling of complaintsTarget Market: ComplainantsExecution: Customer service staff were empowered to give the complainant a $25 to $100 Prepaid gift cardResults: Complainants’ satisfaction levels were subsequently higher than the average customer’s
