The Personal Banking division of ANZ identified the bank was not meeting the online customer retention objectives. Analysis of customer, behavioural and industry sector specific data was used to identify service gaps. Using these newly discovered insights a new range of niche e-commerce products were identified and supporting digital strategies were developed, aimed primarily at making “banking smarter”, more relevant and ultimately retaining customers.

Moonee Valley City Council took an informed approach to using the digital channel – not wanting to replicate the mistakes of others councils. Research was conducted first into channel demand, determining the appetitive for digital and the preferred methods of engagement with residents and businesses. A digital strategy focusing on the efficient and effective servicing of council’s constituents and the promotion of the municipality as a tourism destination was developed. It outlined the digital value propositions of key customer segments and the most effective digital communication and interaction mix.

Telstra senior management required fresh thinking for their corporate communication strategies. A social media strategy (the first of its type within Australia) was developed and focused on more open and transparent ways to communicate. It outlined how Telstra could participate directly in discussions with its shareholders, customers, media and the government, and provided a roadmap to harness the network effect of the digital channel to create groundswell for Telstra’s commentaries and initiatives leading up to the federal election. Nowwearetalking saw the online mobilisation of an active Telstra community, and their opinions on important issues affecting Telstra and the telecommunications industry as a whole.

Without the necessary in-house digital capabilities, Truenergy required the understanding of its digital customers to increase online sales, improve online conversion and minimise customer churn. Research into utilities competitors and digital consumer behaviour was undertaken, specifically around the motivations of green energy product selection. The strategy developed focused on customer acquisition and retention costs efficiencies and the opportunities of an increasing demand for green energy presented to the brand.