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Gain insight into the post-pandemic behaviours of customers to elevate your CX strategy

The Lions, The Tortoise and The Rabbit

Which ones are your customers? Discover how lifestyle services can be a powerful customer experience (CX) solution by helping your customers enjoy the life they want – and grow your customer retention, acquisition and lifetime value.

In 2021, providing customers with valued lifestyle services will offer a CX strategy for long-lasting relationships. Our members are a resource that allows us to predict the behavior and trends of the affluent and wealthy, and we’ve already begun to understand their post-pandemic intentions and attitudes.

What we’ve discovered is a spectrum of behaviors, which we’ve split into four personas – from the roaring Lion, ready to splurge, to the conservative Tortoise, happy to remain close to home.

Read our paper “The Lions, The Tortoise and The Rabbit” to discover how you can grow customer retention, advocacy, and drive new customer acquisition as we emerge from the pandemic. For financial services brands, our corporate clients typically also see an increase in customer card spend and/ or assets under management (AuM).


Who is the case study for?

Brands, private bankers, and wealth managers with a valued customer base – typically with a focus on mass affluent, high-net-worth wealth propositions. These insights will be of particular interest to those developing or reviewing their CX strategies, or to those undergoing procurement of lifestyle services (or concierge).

The paper will also provide valuable insights for premium and luxury suppliers in the hospitality industry looking to understand the potential customer preferences and behaviors as the world emerges from COVID-19.

What questions does it answer?
  • How have consumer behaviors changed during Covid-19?
  • What will the mass affluent and high-net-worth customers want to do and how will they behave following the pandemic?
  • What are the leading brands prioritizing to plan for a strong recovery? 
  • How lifestyle services are used as a differentiator in CX strategies?


Example sources from the paper
  1. “Goodbye virus-ridden 2020, hello Roaring Twenties” – Financial Times
  2. “Three big ideas that will change hospitality in 2021” – PhocusWire


To find out more about elevating your CX strategy, read about how lifestyle services can engage the NextGen and retain Assets under Management.


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.

Request A Case Study

Can’t find a case study for a problem that you are looking to solve?

If you are interested in any of the topics below, please let us know and we will get in touch.

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