ADDED VALUE AND DEEPER ENGAGEMENT WITH CUSTOMERS
- Background This household name insurance company had a robust service cycle, with clearly defined touchpoints throughout the insurance policy year. But it felt it wasn’t capitalising on their customers’ journey. There were too many periods of non communication, and not enough engagement around relevant issues that mattered to customers, outside of times when there was an insurance based need. It wanted to find ways to reach out with more purposeful communications, with a focus on improving health and wellbeing.
- Approach Workshops with the marketing team identified challenges and opportunities, and how best to capture imagination and add value at each stage of the customer journey. We proposed new ways to engage with customers on a deeper level.
- Outcome A communication plan for purposeful content, to be delivered at appropriate and relevant times, focusing on increasing meaningful customer interaction with the brand
The team have been instrumental in helping to enhance our digital communication strategy. They have helped us pioneer videos for our global customer base, spanning multiple languages and cultures and helped us build deeper customer engagement. Their vision, expertise and professionalism has been invaluableHead of Marketing and Direct Sales
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