Engagement & Customer Experience
Driving Repeat Business
Insurance; World’s 2nd largest insurer, B2B & B2B2C
Terragni Effort Assessment framework to assess physical, time & cognitive effort
Learn About Effort Assessment Framework
Inconsistency in premium renewal. High customer churn after 3 years of sales.
20% decrease in customer churn.
Driving Digital Adoption
Broken customer journey because of customer dissatisfaction with digital touchpoints.
Weak adoption of digital touchpoints.
High cost of service at physical touchpoints.
7 % reduction in cost of serve.
Enhanced digital adoption.
Improved in NPS.
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
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.
Driving Communication Effectiveness - Communication Redesign
The cost of omnichannel communication is high, especially if the communication does not result in higher engagement and revenue.
The communication mode and messages were redesigned using the principle of behaviour science and segregated into prevention category (pain avoidance) & promotion (pleasure-seeking communication).