Through 2020, Ten has continued to prove the impact of helping customers in their hour of need with relevant, highly valued services. We’re always quick to diversify when we know we can help members.
Service innovation has helped the corporates we support to achieve higher engagement, extraordinary service levels, and gratitude and appreciation from their customers, which lead to measurable improvements in their targets. These include:
- Customer acquisition
- Service and value metrics, e.g. card spend, NPS
Concierge users are 3 times more likely to be retained as customers and more likely to be advocates – driving acquisition and, for financial clients, concierge users have a 6% higher average card spend.
In this case study, we reflect on the highlights of the new services that members enjoyed, including virtual events, staycations and premium content. Plus, we look ahead to anticipate the trends in 2021.