A Terragni Case Study Leading Financial Institution Goes Experiential TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes One Of The Top 3 Financial Institution Channel Based Sales Organization Customers 6 lac+ 1 lac+ Branches 3703 59600 Employees
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes Engagement Loyalty in the premium Banking Segment Customers’ utilisation of segment specific wealth & finance management products is low and they are only utilising core banking products New customer acquisition through recommendations low despite high NPS score
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes Design & Deliver signature differentiated experiences TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL That drive higher customer engagement From competition Within overall segment
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Insights into: How do customers perceive current experiences What experiences do they seek How do customers differ in their experiential expectations How does ease of engagement impact customer loyalty
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 1 2 3 Phenomenological in-depth interactions for episodic recall: 26 Interactions, 50 hours of interview transcripts Qualitative Insights 11680 customers Records – 3 Years Time Span 11680+ respondents; 300+ Responses received; emotional association: Relevance of features & offerings, Wealth & Financial growth, Ease of engagement Quantitative Insights Consumer Neuroscience Based Widespan Assessment
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Relationship Manager drives a strong connect with the bank Offers provided through the loyalty program seen as attractive
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes Premium banking program perceived as merely “day to day” banking becoming easier, not perceived as wealth management that could enable financial growth ❌ ‘One-size, fit-all’ customer onboarding process only addressed immediate needs, did not talk about potential contextual needs that the premium program could address TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes High friction tracking & redemption of loyalty program causing disengagement ❌ High effort digital process & touchpoints driving excessive and latent disengagement with the brand TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Experiential segmentation 4 different experiential segment based on customer’s inclination to invest own time in wealth and financial product and customer’s wealth management capability
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL ⭐High Capability Low Time ⭐High Capability High Time ⭐Low Capability Low Time ⭐Low Capability High Time
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Customers who have the knowledge, skills and inclination to make and execute own wealth and financial management decisions but lack either the availability or the inclination to invest own time in wealth and financial management ⭐High Capability Low Time
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes ⬆Increased Wallet Share ⬆Increased Customer Acquisition through recommendation ⬆Increased Customer Retention ⬇Reduced Cost to Serve TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
India London Bucharest www.terragni.in www.buyerbrain.com
5-min behaviours for business Behaviour science in action. In your inbox, once a month Big brands, mini stories 5 min case studies of our work with some of the world’s biggest brands Thank You Copyright © Terragni Consulting (P) Ltd | Private and Confidential dipti@terragni.in +91 895 698 2522 Watch how we do it A look at why we can help your business thrive
RkJQdWJsaXNoZXIy MTQ3NDgzMg==