Case Studies
Major Credit Card
The concierge drives customer acquisition through being valued by the customer. The cost of customer acquisition has been reduced by 35% behind concierge concept.
A powerful secondary benefit is that spend on the card by an active user drives the profitability of the proposition further. Finally we believe that once a customer has become accustomed to the service the impact on customer retention and customer spend is highly significant as they develop a habit of use verging on dependence. Spend on card increased 540% once customer becomes an active user.
Customer begins to use concierge in new categories through smart integration with concierge services (e.g. domestic services, home improvements) Marketing focus on 'everyday assistance' establishes card as the 'everyday card', further driving spend
We needed to stand out in a crowded market and behind a concept that would attract and retain the most profitable clients
Marketing Director, Major Credit Card
Add-on to luxury brand
Concierge sited as one of top 3 reasons to purchase from brand with repeat purchases 42% higher amongst users of the service
Marketing focus on 'luxury access' to world's top hotels, restaurants, tickets, events and clubs.
We estimated the PR value of providing concierge at £500,000 and found personal recommendation leading to purchase 55% higher amongst engaged users of the concierge service
CEO of a leading international luxury brand
Mass Affluent Online Member's Club
Completely white-labelled approach with high uptake driven by strong marketing programme with low/no time investment as all design and programme implementation run by Ten with regular, comprehensive management information provided to the club
Marketing focus on 'luxury access' to world's top hotels, restaurants, tickets, events and clubs.
Our membership wanted value-add services from us and we wanted to provide them but at no additional cost or complexity. Existing offer-based programmes were tired and had low take-up.
Founder of online club