customer-experience Case Study

Optimizing Cross-Selling Opportunities

The Client's Situation

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The Campaign

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Approach + Solution

First, Phoenix MI took a unique approach to understand what products appealed to certain customers by analyzing our own syndicated databases

Then, we conducted primary research with our clients’ customers to:

1. Understand the drivers of satisfaction and loyalty for its product
2. Create a customized customer segmentation to determine the best product for each segment, and which features most resonated with each product’s target customers.

Results

Client experienced increased revenue generated from cross-selling

All the research components formed the basis of a cross-sell strategic marketing plan that was executed by the company, with extremely successful results. In some cases, the cross-sell acquisitions led to product purchase while learning more about other products, which led to additional, immediate or future sales.

Customer satisfaction research also showed that customers who received these communications were more likely to be loyal to the company and appreciated that the company which products were relevant to them.

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Our retention rates and lengths of engagement reflect our unwavering focus on surprising and delighting each and every customer, each and every time.
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