A big improvement of customer experience (CX) on a growing sales and communication channel happened on the new e-banking platform Societe Generale Serbia. This platform is the first of its kind in the region, in an industry that otherwise isn’t abundant with frequent innovation, at least not in our region.
No wonder then that the agency Kreativa New Formula decided to apply a bit more “revolutionary” tone of communication in their new campaign and to playfully refer to the historical event of man’s first steps on the moon.
We are still with the Popović family, who we met in the previous communications of Societe Generale. The main character Ljuba Popović discovers a new planet, a new e-banking platform which allows him to do all his usual business with the bank online, without losing the human touch with the bank that, as research shows, clients from Serbia love.
CX FACTOR
Sticking to the main reason for launching this type of product, which is to improve the customer experience and increase the quality of services on digital channels, Kreativa New Formula has developed an integrated campaign that closely follows the customer journey of multiple types of users. The agency adjusted communication to every relevant “touch-point” on the path a potential or current client goes through in order to try out or start using a new product of the bank.
Creativity which can be calculated
Agency Kreativa New Formula, as a marketing, rather than typical advertising agency, in its “performance” manner, planned a campaign so that the client can precisely measure all transitive indicators, as well as the final conversion (the number of new clients, the cost per new / old client, etc.). This approach, by which Kreativa New Formula is well known to their clients, enables their campaigns to have a high business performance – not only high advertising awareness. Vera Lloyd-Thomas, owner of the agency and one of the leading CX experts in the region, told Media Marketing that she expects this campaign will also produce a high degree of conversion, or increase in the number of users of Societe Generale’s e-banking platform, as well as an increased brand preference that will lead to increased demand for regular services (cash loans, refinancing, etc.).
