
Targeted Messages Lead to 138% Growth in Program Traffic
We helped a financial services company generate program awareness by using data and behavioral science to capture customers’ attention and spark action.

The Challenge
A Fortune 500 financial services company knew the key to attracting customers in a crowded marketplace was an exciting loyalty program that offered participants exclusive rewards for using their products and services. Optimizing program awareness and participation was crucial to attracting and retaining customers, driving redemption and increasing sales. But keeping program members engaged proved to be challenging.
Our client sent their program participants messages – but they weren’t making a statement. Members received standard communications containing program details and rewards options, but these emails weren’t resonating across all customer segments. If they wanted to capture – and keep – their customers’ attention, they knew they needed compelling communications that created connections and inspired behavior.

The Insight
Our experts used data and behavioral science to craft a captivating communications strategy that made sure the right people received the right messages at the right times. Taking a deep dive into customer data, we identified relevant rewards and messaging times to segment communications. These emails, accompanied by powerful visuals, incorporated behavioral science principles proven to spark action.
Considering how our brains process information, we used simple messaging to interest participants and remove barriers to engage. Targeted emails featured engaging educational content, meaningful rewards and exclusive earning opportunities alongside quotes from reliable resources to instill credibility and establish trust. While these emails captured members’ attention and inspired interaction, we encouraged continuous engagement through monthly statement and progress emails using the principle of progress feedback to drive redemption and task completion.
By better understanding the financial company’s customer base, we proved that targeted communications backed by science could not only increase engagement – they could also prompt profitable behavior.
Behavioral Science Principles Applied

The Results
Our communication tactics showed how engaging and informative content infused with behavioral science insights can make a measurable impact. Statement emails containing embedded links drove participants to the program website and significantly influenced spending habits.
Interesting and meaningful communications captured customers’ attention while progress emails motivated participants to take action. By optimizing communications, the financial institution was able to generate program awareness, increase incremental spending and strengthen their relationship with loyal card holders.
We’re All About Making New Connections.
Have a question about our services? Connect with us to learn more. We look forward to staying connected!
*indicates required field