Personalising campaigns to increase retention
The re-vamp used call data to identify early life pain points, which we addressed through a series of email communications and simple how-to videos. The open rates of these emails well surpassed industry averages and inbound calls to the call centre drastically reduced.
Next, we began applying smarter use of personalisation, and reimagined email templates to utilise more engaging GIF-style animations and deliver bespoke videos to our customers.
Since 2019, our personalised customer videos have run alongside all major campaigns and product launches. For the launch of iPhone 12 we created a possible combination of 148 dynamic variables which, through machine algorithms, created almost 2 million different videos – making every upgrade feel highly tailored to every single customer.
By delivering delightful communications that are relevant, timely and personalised we have built brand love, driving a 15% uplift in NPS, grown revenue and reduced churn, and all that with a positive ROI.