May-July 2020
Client: NBM Plc
Objective: Digital Campaign to enhance customer relationships and boost overall favorable brand association during first wave of COVID -19 pandemic
Solution: The COVID-19 crisis elicited tremendous change in both organizations and their customers’ lives. These being unprecedented times, companies struggled to maintain rapport with their stakeholders. It became increasingly vital for companies to transform their marketing and public relations strategies to incorporate more digital content in-order to optimize customer engagement and leverage the increasing amount of time that customers are spending at home and online.
Another rationale for this customer engagement campaign was strategic -A brand must not stop being there for its customers even if it means pivoting strategies. Your customers have historically supported your business, – now it is time to support them during hard hitting times. Now is the best time to make a stance that your brand genuinely cares for its customers. Investing in digital campaigns now can also boost traffic on your various digital platforms. Interest that you could sustain for future engagement.
We created a campaign concept that shared the important COVID-19 information very subtly while addressing effects of the challenge and offering solutions for them. As the internet is already flooded with content related to the crisis, we opted to take a unique approach. Our 5 key objectives were as follows;
1. Humanizing the bank – offer empathy
2. Educate customers on how to interact with the brand
3. Assurance of NBM’s stability and continued quality customer service
4. Revolutionizing what customers value about NBM’s service
5. Tackling the future
The campaign allowed us to merge strategic and creative tactics – we broadcasted educational videos every Tuesday, ranging from coaching sessions with Renowned Coach Dr. Mary Mkandawire, Mental Health lessons & coping sessions with Dr. Chiwoza Bandawe and Business advice from the Bank CEO to music performances and aerobics on weekends.
The numbers speak for themselves. This campaign was easily the most shared content on social media. The rags to riches story of Social Entrepreneur Napoleon Dzombe had amassed over 200,000 organic views and was shared over 100 times. Influential personalities commended the campaign widely.
You may view some of the footage here –https://fb.watch/7ID8rI05wl/
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