The following is one example of cg42’s work with Union Bank as part of a long-standing relationship from 2010 to 2013.
The challenges faced by our client:
From: “All banks are the same” To: Achieving double-digit growth for Union Bank & MUFG
How We Co-Created Positive Change for Our Client:
Deep Customer Insight:
Both attitudinal & behavioral.
Exploit Competitive Vulnerability:
By understanding where competition was vulnerable in the minds of their customers and determining which frustrations would drive switching behavior.
A Compelling Value Proposition:
Seizing the opportunity to establish leadership and a new, bold voice in a category of “me too” propositions.
Improved Customer Experience:
We systematically improved the customer experience based on an understanding of customer frustrations and mobilizing the front-line staff to create a culture of customer-centricity.
Breakthrough New Offerings:
Developed the “Design Your Own Bank” offering which put the customer in control of the relationship—highest take rate of any new product introduction in the client’s history.
Return on Marketing Investment:
Developed a system of marketing measurement that led to greater levels of ROI.