Engagement & Customer Experience
Driving Repeat Business
- Outcomes
20% decrease in customer churn.
- Industry
Insurance; World’s 2nd largest insurer, B2B & B2B2C
- Problems
Inconsistency in premium renewal. High customer churn after 3 years of sales.
- Tools
Terragni Effort Assessment framework to assess physical, time & cognitive effort
Learn About Effort Assessment Framework
Driving Digital Adoption
- Outcomes
7 % reduction in cost of serve.
Enhanced digital adoption.
Improved in NPS.
- Industry
Banking; India’s Top 3 Banks, B2C.
- Problem
Broken customer journey because of customer dissatisfaction with digital touchpoints.
Weak adoption of digital touchpoints.
High cost of service at physical touchpoints.
- Tools
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
Driving NPS
- Outcomes
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.
- Industry
Financial service; among the top 7 financial services companies, B2C & B2B2C.
- Problem
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
- Outcomes
The communication mode and messages were redesigned using the principle of behaviour science and segregated into prevention category (pain avoidance) & promotion (pleasure-seeking communication).
- Industry
Insurance; World’s 2nd largest insurer, B2C.
- Problem
The cost of omnichannel communication is high, especially if the communication does not result in higher engagement and revenue.
