Strategy Case Studies

Virgin Australia (Velocity Frequent Flyer)

Optimising Velocity’s approach to partnerships through qualitative research

Through research, Velocity Frequent Flyer wanted to unlock insights to help them gain a deeper understanding of the 'voice of the partner' in order to optmise their partnerships

Strategic Group

Developing a client engagement and advocacy strategy grounded in customer research insights

With a trusted reputation and a solid and long-term client base, Strategic Group was looking to elevate their client engagement to drive deeper & more valuable relationships, and ultimately advocacy, from their client base.

Defining the blueprint for an integrated loyalty experience

Tortoise & Hare partnered with this leading retailer to define their overarching loyalty strategy, and to explore what a redesigned program proposition could look like in the future.

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

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.

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

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.

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

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.

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

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

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

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

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 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.

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

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

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.