A Terragni Caselet
Creating a Culture of Customer Centricity
Business Outcome
Increasing Retention
Industry
Financial Services
Platform
–
Framework
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.
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