Find out how Lowell were able to better connect with their customers through their branded customer panel. With access to a range of quantitative and qualitative tools, Lowell sought to build a channel for judgement-free, open communication and foster a better customer-business relationship.
Lowell is one of the largest credit management companies in the UK and works with a an estimated 25% of the UK population. However, they have a unique relationship with their customers, based in the fact that their customers aren't voluntary - they become customers once Lowell buys their debts.
With debt management, Lowell's primary goal is to make sure customers are placed on a sustainable repayment plan. But this is a challenge as debt has become such a taboo topic to talk about. The shame and guilt attached to debt typically stops Lowell's customers from wanting to talk about their situation, and stops them from understanding that Lowell are there to help them through this time.
Creating a customer panel with a multitude of quantitative and qualitative tools to implement allows Lowell to communicate openly with customers eradicating the negative emotions associated with debt and fostering greater trust. Read the study to find out:
- How a firm in a challenging financial sector has built a genuine customer focus
- Valuable ways that a dedicated panel can foster better customer relationships
- How to conduct varied fieldwork with online tools to engage customers on difficult subjects
- The impact customer insights can have on brand awareness and communications