Channel Communications Strategy

Business Requirement

The client’s overarching drive towards digital engagement should be reflected in a revamped branch design and functionality, thereby improving operations, customer engagement and digital excellence. All digital innovations to support the larger marketing strategy and ultimately, the brand.

Our Response

We developed various digital in-branch innovations to support the client’s objectives. Each innovation was unique in its application and purpose, operating as its own communication channel. They all tied back into an overarching channel strategy that drove the key objective of digital excellence that improved how the branch operated and enhanced customer experience whilst visiting the branch. Our channel communications strategy guided all elements of content planning and management, through to scheduling and content creation aligned to each innovation’s unique requirements. The end result was a cohesive customer experience that started even before the customer entered the branch while at the same time improving the overall operations in the background.