HMV, an iconic award winning national high street home entertainment brand partnered with The Insight People to develop an engagement strategy in support of a radical change to their online and offline brand positioning. We developed a detailed understanding of how customers were engaging with the brand at every level and helped develop customer communication experiences designed to encourage much deeper levels of brand engagement.
Key insights based on customer behaviour and response to communication in UK, Canada and Ireland were used to drive a comprehensive customer engagement programme.
The Insight People team customised the customer experience across web, in-store and digital marketing channels, communications were optimised around customer performance.
As part of an ongoing relationship, results are measured, tracked and evaluated at an individual customer level on a daily, weekly, monthly, quarterly and annual basis.