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Concierge Innovations and Trends

Concierge Innovations and Trends: 2020 and Beyond

“A brilliant idea for these times.” – A UK private banking member

As the world changes, we will continue to adapt and meet the needs of our customers and commercial objectives. It’s what we do best.

Through 2020, Ten has continued to prove the impact of helping customers in their hour of need with relevant, highly valued services. We’re always quick to diversify when we know we can help members.

Service innovation helps the corporates we support to achieve higher engagement, extraordinary service levels, and gratitude and appreciation from their customers, which leads to measurable improvements in their targets. These include customer acquisition, customer retention, and service and value metrics, e.g. card spend and NPS.

Concierge users are three times more likely to be retained as customers and more likely to be advocates, thus driving acquisition. For financial clients, concierge users have a 6% higher average card spend.

In this case study, we reflect on the highlights of the new services that members enjoyed, including virtual events, staycations and premium content. Plus, we look ahead to anticipate the trends in 2021.

Our Case Studies

The Power of Personalisation

How a bespoke, highly individualised lifestyle service can help retain clients

Trends in the luxury market

Like seismic waves after an earthquake, the reverberations of the pandemic have been felt long after its main event, leaving cracks in the economy and how we live in its wake. We investigate the lifestyle trends that have emerged among affluent and wealthy spenders in the aftermath.

CRM and the rules of engagement

How a powerful, proven CRM strategy will influence customer behavior.

How the high-net-worth and mass-affluent will travel in 2022 and beyond

Capitalize on luxury travel trends to increase customer lifetime value.

Lifestyle Service Open APIs Fuel Customer Experience and Value

Leading banks and financial services firms offer travel and lifestyle concierge services as part of their customer experience (CX) strategy. Open APIs allow these companies to surface the most relevant lifestyle services to their customers within their digital platforms and apps, growing acquisition, retention, engagement and card spend.

Interest rates are changing and so are customer strategies in financial services…

Private and retail banks should be working on their customer strategy when interest rates rise. Here are proven ways to invest in customer retention and acquisition.

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