Engagement & Customer Experience
Driving Repeat Business
20% decrease in customer churn.
Insurance; World’s 2nd largest insurer, B2B & B2B2C
Inconsistency in premium renewal. High customer churn after 3 years of sales.
Driving Digital Adoption
7 % reduction in cost of serve.
Enhanced digital adoption.
Improved in NPS.
Banking; India’s Top 3 Banks, B2C.
Broken customer journey because of customer dissatisfaction with digital touchpoints.
Weak adoption of digital touchpoints.
High cost of service at physical touchpoints.
Terragni sludge audit framework to access physical, time & cognitive effort
Learn About Sludge Audit Framework
Process blueprinting for process & touchpoint redesign
UX redesign to eliminate friction
Elimination of cognitive biases in NPS design.
Drop in NPS score by 20 points.
Focus on 91% passives as a source of enhanced engagement and revenue.
Financial service; among the top 7 financial services companies, B2C & B2B2C.
Mismatch between measured NPS & that of direct business outcomes like churn, retention and repeat purchase. A high NPS was reported while the business metrics did not show a consequent positive impact.
Driving Communication Effectiveness - Communication Redesign
The communication mode and messages were redesigned using the principle of behaviour science and segregated into prevention category (pain avoidance) & promotion (pleasure-seeking communication).
Insurance; World’s 2nd largest insurer, B2C.
The cost of omnichannel communication is high, especially if the communication does not result in higher engagement and revenue.