Customer Lifecycle Touchpoints

90-Day Customer Onboarding Journey

Brand: Centrica Hive

Challenge

Increase customer lifetime value

Goal

Drive deeper customer engagement, advocacy and product usage post-purchase and set benchmarks

Strategy

Leverage key behaviors and customer onboarding behaviors to establish a welcome journey with email and in-app messaging

Results

Developed and launched customer trigger based onboarding with Salesforce Marketing cloud that took customer behaviors into consideration with dynamic message, across all users free and paid to create a deeper experience:

• Increased 30-Day in-app usage by 25%

• Decreased calls to customer service by over 10%

• Improved avg. products per purchase to 1.35 from 1.2 items