Projects credited in
- CO-OP Insurance Safe Used First Car AwardYoung drivers have more accidents than any other demographic. Co-op decided to do something to reverse this horrific statistic and launched their Safe Used First Car Award to both find the safest motors for first time drivers and start conversations about taking more care behind the wheel.
- BUILDING A MORE ENGAGING RELATIONSHIPEE Question: How do you get Pay Monthly customers to engage with EE, stay with the brand and ultimately become advocates? Answer: Develop a communications programmes educating them, involving them, rewarding them and ultimately giving them reasons to stay and to recommend EE. WHAT HAPPENED 63% - The email open rate was 63% higher than the industry average 17% - Increase in data usage per subscriber THE SOLUTION We developed a series of comms programmes specifically for PAYM customers throughout their customer journey. Each programme of mail or email was designed to do one of 4 major tasks: educating customers about the benefits of EE; involving them in new activities and opportunities; rewarding them for being part of the EE family; recommending products and services relevant to them. Each communication was triggered either by what stage of the lifecycle they were at or by specific activity. At the heart of everything was our database that enabled us to successfully identify and target customers with relevant personalized messages which drove greater engagement and ultimately reduced churn at the end of contract. THE RESPONSE The email open rate from January 2014 to June 2014 was 63% higher than the industry average and data usage saw a 17% increase per subscriber. Furthermore, for customers in the programme there has been a 10 point increase in RI (recommendation index) scores.