Essent

How can we boost the current Essent Thuisvoordeel loyalty programme so that customers feel more valued and we can encourage sustainable choices?
The Touch Approach

Together with Essent, we opted for a complete redesign and (re)introduction of the free customer programme Thuisvoordeel. We opted for a distinctive proposition with a triple benefit aimed at stimulating energy-efficient behaviour:

  • Discount on the electricity rate
    Participating customers receive a nice discount on the electricity rate, up to 10%.

  • Large discount on energy saving products: in the  ‘Thuisvoordeelshop’ and with met ‘bespaartegoed’ (credit that you can use to save energy)
    in the Thuisvoordeelshop and with the ‘bespaartegoed’, customers can buy energy saving products, such as a water saving shower head, radiator foil or a smart thermostat, at a considerable discount. The range also includes days out, household appliances and much more!
    With savings credit, customers save for substantial discounts on the purchase of solar panels, insulation and a heat pump. This credit increases every year.

  • Surprising benefits, including gifts via the Essent Keuze Cadeau-platform (Essent Gift Choice-platform)
    Via the Essent Gift Choice platform, customers receive an extra surprise at various times of the year with a nice gift of their choice. An entirely new claimplatform has been set up for this purpose, with Touch arranging a surprising gift assortment. Think of micro gifts such as Airmiles, chocolate, charity or magazine vouchers.
primary objectives
  • Churn reduction
  • Increase customer satisfaction and Net Promoter Score (NPS)
results
  • More than 750,000 customers are already participating
  • High number of visitors and orders in the Thuisvoordeel Shop and the Essent Gift Choice Platform
  • Substantially increased NPS score and a reduction in the churn rate

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