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Case Summary

Business Outcome
Increasing Retention

Financial Services

Platform Used

Tool Used
Experiential Segmentation

customer profile


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.

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