Behavioural science-led insights
Manual teaches team to identify and connect with six audience profiles
Messaging watchlist ensures interactions are authentic and production
To relaunch an old and trusted brand into the world of digital lending (during a pandemic no less), homeloans.com.au needed to understand their audience, inside-out.
IMPACT’s proprietary audience profiles allowed homeloans.com.au to deep dive into the drivers and barriers to engagement for their customers. Insights from our behavioural consultant ensured customer goals, priorities and mindsets were understood.
Armed with this knowledge, homeloans.com.au has been able to tailor customer communications to meet their needs; positioning the brand as a partner, not just a lender.
Direct training on audience profiles with customer support teams has improved interactions through a richer understanding of needs and communication preferences.
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