A Terragni Case Study Driving Digital Adoption for Improved Customer Engagement TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge What We Did Strengths Opportunities Solutions Business Outcomes Top 5 Financial houses in India Customers pan India Branches 7Lac+ 100000 Franchisees 52
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge What We Did Strengths Opportunities Solutions Business Outcomes Driving Customer Engagement Active customer base a small percentage of total customer base High commoditization, switching barriers low High pressure on profitability, cost control measures not yielding results
Client Background Challenge What We Did Strengths Opportunities Solutions Business Outcomes Framework TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 1 2 3 Episodic Recall depth interactions with purposively sampled respondents Qualitative Insights Quantitative Analysis of business transaction data Widespan (online) neuroscience-based assessment Quantitative Insights Consumer Neuroscience Based Widespan Assessment
Client Background Challenge What We Did Strengths Opportunities Solutions Business Outcomes Segment Specific Customer Engagement & Loyalty Strategy Increased customer acquisition through recommendation Segment Specific Digital Platform Strategy Decreased rate of dormancy Segment Specific Unique Positioning Strategy, product delivery, Messaging, reach out Service Recovery Measuring customer effort- the new Mantra TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge What We Did Strengths Opportunities Solutions Business Outcomes “Brand” does its job of driving customer acquisition Pan-India presence and operations Customer facing teams go out of their way in their individual capacity to serve customers TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge What We Did Strengths Opportunities Solutions Business Outcomes High volume, high revenue customers (traders, corporates) willing to pay for additional value, which they were currently getting from other competitors Not seen as being proactively invested in it’s customers Customers expect to be treated differentially based on the nature their relationship with the brand TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Experiential Segmentation ⭐Primary Trader ⭐Investors ⭐Secondary Trader ⭐Hobbyists
Client Background Challenge What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Sample ⭐Hobbyists Market is a hobby, NOT an avenue for income or investments
Client Background Challenge What We Did Strengths Opportunities Solutions Business Outcomes ⬇Reduction In Cost to Serve ⬆Higher Wallet Share through reduced customer dormancy Improvement In Customer Experience Index Improvement In NPS TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
India London Bucharest www.terragni.in www.buyerbrain.com TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
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==