Simpler, Smarter and Better.
Integrated Digital Customer Experience.
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How might we deliver simplicity and value to customers.
To facilitate growth by improving service within their low cost model and offer – Skinny sought to set a new benchmark in customer experience simplicity, lower their cost to serve, improve retention and increase sales, drive efficiency and deliver integration across all digital channels.
> Growth in sales – Stronger revenue and significant new customer acquisition on digital
> Improved self service – Simplified customer experience in purchase and account management
> Lower cost to serve – Reduced customer service management – lower cost to serve through call centre
> Integrated platform – Integration with back-end services and enabler of product extension
> Simplified experience – Set market benchmark for simplicity of CX
> 25% increase in online sales
> Increased ARPU (revenue per customer)
> 154k new customers in first year
> Complex product range and bundling options made simpler
› Full analytic benchmarking and alignment to commercial objectives
> Lean UX methodology through a highly iterative engagement process
> Ongoing projects to optimise customer experience including signing up and switching
> Continuous improvement of joining and customer management services
> Customer Journey Mapping sprint defined business investment roadmap for next 18 months
> Online shopping experience in responsive format
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- Content Strategy
- Customer Journeys
- Digital Strategy
- Experience Mapping
- Personas and Scenarios
- User Experience (UX)
- User Research / Analytics