TLD Wealth Management Ltd

Brand Strategy, Customer Experience, Customer Retention

TLD Wealth Management Ltd

Brand Strategy, Customer Experience, Customer Retention

The Objective

The objective with TLD was to analyse their current customer experience in order to improve it, create a brand that reflects the company’s skill and professionalism (including a short tagline) and suggest ways in which they could engage with customers to extend their lifetime value.

The Work

Brand development – creation of brand values, personality, message, style and culture that communicated who TLD are and what they have to offer.

Customer experience audit and design including creation of a communication strategy to improve retention and lifetime value.

Key messages and copy for all customer communications ensuring everything produced was on brand and engaging.

Marketing collateral including a welcome pack, communications and email template.

The Work

Brand development – creation of brand values, personality, message, style and culture that communicated who TLD are and what they have to offer.

Customer experience audit and design including creation of a communication strategy to improve retention and lifetime value.

Key messages and copy for all customer communications ensuring everything produced was on brand and engaging.

Marketing collateral including a welcome pack, communications and email template.

The Process

  • Audit current marketing activity and service delivery
  • Strategy and recommendations
  • Engage and educate employees to improve the customer experience at every touchpoint
  • Brand creation including positioning, culture, vision, values, logo and new tagline
  • Communication plan and creation of key messages
  • Creation of marketing collateral

The Process

  • Audit current marketing activity and service delivery
  • Strategy and recommendations
  • Engage and educate employees to improve the customer experience at every touchpoint
  • Brand creation including positioning, culture, vision, values, logo and new tagline
  • Communication plan and creation of key messages
  • Creation of marketing collateral

Key Challenges

We were working with minimal budget and the goal was to identify the smallest changes that would bring the biggest results. We minimised the use of outside agencies for design and content production instead creating in house templates that ensured sustainability going forward. We used what budget we had to work with Stephen at Source, a creative designer that is reliable and flexible ensuring we got the brand look we wanted first time.

Key Challenges

We were working with minimal budget and the goal was to identify the smallest changes that would bring the biggest results. We minimised the use of outside agencies for design and content production instead creating in house templates that ensured sustainability going forward. We used what budget we had to work with Stephen at Source, a creative designer that is reliable and flexible ensuring we got the brand look we wanted first time.

Client Feedback

“Thank you for your diligent and skilful work, your expertise and knowledge has been just what we needed to progress and feel incredibly positive with you by our side. The most progressive business decision we’ve made in years.”

Chris Turner, Director, TLD

Customer Experience is everything in marketing. How good is yours? If you’re not sure, then maybe it’s time to take an objective look at it.