Case Summary
Business Outcome
Increasing Retention
Industry
Financial Services
Platform Used
–
Tool Used
Experiential Segmentation
Background
One of the top 5 financial houses in India with
7 lac+ customers was facing dormant customers and high pressure on profitability.
The Insights
Customers expect to be treated differentially based on the nature their relationship
with the brand.
The experiences they seek are contextual.
High volume, high revenue customers (traders, corporates) willing to pay more for value which they got from competitors.
What We Did
Experiential Segmentation of customers
based on insights.
Segment Specific Customer Engagement
& Loyalty Strategy.
Segment Specific Digital Platform Strategy.
Segment Specific Unique Positioning.
Service Recovery For Eliminating Effort.
The Outcome
Reduction In Cost to Serve.
Higher Wallet Share Reduced in
customer dormancy.
Improvement In Customer Experience Index.
Improvement In NPS.
