Project Information
Industry: Banking
Budget: Private
Duration: Ongoing
Context
In the highly competitive banking industry, growth comes not only from competition among banks but also from branches competing for revenue performance.
Bank branches constantly strive to provide comprehensive services, from creating unique products to specialized support programs, in order to enhance their operations. Following this trend, Agribank Tay Do Branch recognized the importance of developing and implementing customer service strategies that deliver the most comprehensive and diverse experiences ultimately elevating the bank’s overall performance.
With the trust and partnership of Agribank Tay Do Branch, SEFA Media conducted research on the target audience, identified market and brand barriers, and successfully executed a customer care campaign.
Challenges
Banking customers often seek to compare experiences across multiple banks in search of better benefits. As adding a new bank becomes increasingly simple, low-cost, and time-efficient, customer churn becomes a significant risk. Customers tend to switch to banks they perceive as more convenient and cost-saving.
Agribank Tay Do Branch faced the challenge of a growing rate of inactive service usage among their existing customer base.
Solutions
- Personalize customer experiences to make them feel valued and recognized
- Provide regular, scheduled customer care
Key Activities
- Promotional campaigns for customers making transactions during promotional periods
- Use of automation marketing to automate transactions and personalize customer messages
- Email marketing targeting customers interested in specific banking services
