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Strategy Case Studies

T&H CX > Our Work > Strategy Case Studies

Our customer-focused business-minded strategy case studies

Marketing strategy case studies and business strategy case studies

Tortoise & Hare CX Agency has worked with some of Australia’s leading customer-obsessed brands to develop customer-focused business-minded strategies. Here is a sample of the case studies in strategy showcasing the strategic work we’ve completed. 

Within our selection of strategy case studies are business strategy case studies, marketing strategy case studies, digital marketing strategy case studies, brand strategy case studies, content strategy case studies and research strategy case studies. 

At Tortoise & Hare CX Agency, we’re always looking for ways to ‘further the craft of customer relationships’. We believe in a world where every customer and every brand can get the most out of each other. 

We hope these example strategy case studies from Myer, Woolworths Group (Everyday Rewards), NRL, Bupa and nib - contribute to that vision. 

Please get in touch if you’d like to know more about a specific strategy case study. 

CX audit & customer engagement strategy
Qudos Bank

CX audit & customer engagement strategy

Qudos conducted a comprehensive CX Audit of the current state before developing a Customer Engagement Strategy and roadmap of initiatives and works to provide a clear and well-defined plan of action to strengthen Qudos' position in the market and contribute to its core value - 'Customer First'.

hipages Tradie Onboarding Journey Design

hipages Tradie Onboarding Journey Design

hipages engaged T&H to optimise their onboarding journey to increase the engagement & and satisfaction of new tradies within their first 3 months of using hipages.

Lifecycle strategy and development of member journeys.
Active Super

Lifecycle framework and journeys to enhance CX for Active members

T&H was engaged to deliver a lifecycle strategy that would provide a framework to support the development of key member journeys that would change the conversation around Super to make it relevant to members at all life stages, drive engagement and nurture advocacy.

nib Test and Learn Framework

nib Test and Learn Framework

T&H partnered with nib to develop a test and learn framework to help structure and drive improvements in nib's engagement communications.

MTA B2B CX audit and journey mapping
Modern Star

CX audit and customer journey mapping

An end-to-end CX audit of Modern Star's flagship B2B brand, Modern Teaching Aids (MTA), to identify opportunities and become a customer-first business.

nib next-best-action framework listing image

Building the framework for next-best-action and the blueprint for further innovation

This next-best-action framework provided the modelling to deliver tailored solutions more effectively and proactively improve customer experience. Additionally, it formed the blueprint for further innovation in the customer experience and machine learning space.

Everyday Rewards omnichannel strategy
Woolworths (Everyday Rewards)

Building Everyday Rewards’ omnichannel experience.

The project involved in-depth sessions with product, customer behaviour and research squads, and a digital channel audit exploring existing customer behaviour, business process and channel practices. The resulting omnichannel framework defined digital channels' role in an agile environment and embedded customer-centricity into the rewards program customer experience.

Bupa digital campaigns

Bupa's customer retention agency

T&H was Bupa's engagement customer agency for over three years. T&H supported across strategy and planning to execute over 80 omnichannel marketing campaigns.

NRL research insights

Building a generation of loyal rugby league fans with NRL

Tortoise & Hare partnered with the NRL, its stakeholders and its broad participant base to build a customer loyalty and engagement strategy focused on driving future business growth for the game through its grassroots supporter base.

Cashrewards SEO content examples

Growing Cashrewards’ member base with SEO

Implementing our SEO and content methodology to provide end-to-end SEO support. From an initial audit and strategic development to ongoing content execution and support.

nib customer experience audit findings

Unlocking customer experience opportunities for nib

An initial customer experience audit of all communications and channels was undertaken to provide a recommended approach and roadmap for further CX optimisation across nib.

MYER onboarding email suite
MYER one

Strategic thinking and creative development of a customer onboarding journey

Develop a targeted, personalised onboarding experience to; educate new customers on the value of the MYER one program and increase customer activation and average spend.

Everyday Rewards customer lifecycle strategy
Woolworths (Everyday Rewards)

Driving value across the customer lifecycle with Everyday Rewards

After reviewing the existing customer lifecycle and customer experience, and the underlying commercial value model, a novel and dynamic customer lifecycle framework was developed and implemented across the Woolworths’ Everyday Rewards ecosystem.

Cashrewards persona insights

Developing customer personas through qualitative and quantitative research

Customer personas allow for delivering a more relevant product, marketing and customer experience that matches member expectations and offers more profound business value.

Volleyball NSW rebrand
Volleyball NSW

Volleyball NSW rebrand, marketing and comms overhaul

To aid in the COVID-19 recovery and position the organisation to capitalise on the Tokyo Olympics, Volleyball NSW overhauled its brand and marketing and communications strategy to enhance the stakeholder experience and drive growth in members and revenue.

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