MBNA Summer Travel Services
How did the campaign make a difference?
MBNA's campaign asked customers to use their automated "Text2Travel" service for travel notifications – required to enable their card for foreign transactions.
As well as providing a superb customer experience, this digital service gives MBNA significant cost efficiencies and time-saving benefits by migrating notifications away from their contact centre.
The results show the significant success achieved by using a multi-channel approach to migrate customers to these digital services – and how a 100% digital experience can provide superior customer service.
Strategy
The strategy looked to take advantage of customers'...