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Major Financial Institution

Increase customer loyalty and drive emotional connection

WORK WITH US

CHALLENGE

Increase customer loyalty by understanding it through the eyes of thought leaders, industry practitioners, and Australian consumers.

SOLUTION

We conducted a multi-phase research program, with the ultimate objective being to identify, test and refine current future perspectives on loyalty, to deliver the client a validated loyalty framework plus guidance on its application in a local market context.

By delivering a 360-degree view, we were able to balance theory with consumer perspective and commercial realities.

IMPACT

Emotional
connection

Helped the client drive emotional connection to its brand amongst consumers.

provided
framework

Provided the framework for the client to create experiences that drive memory over transaction.