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2019 SILVER SPECIALITY/BRANDED SERVICE RUSSIA
Liniya Zaboti (Care Line)
RAN IN: Russia
Audience: Residents of towns and cities with Pochta Bank presence — those who have retired (both working and not). Both current and potential Pochta Bank clients.
Objectives: The objective is improving the loyalty of the current elderly clients and attracting new ones by telling them about the features of this service they may use free of charge. Create interest and motivate them to use it. The main performance indicator for Pochta Bank is interest in this service (calls received by the Care Line) and: An NPS at least 6% of Care Line service mentions by the clients; A mean quarterly increase in bank product sales to pensioners +10% above the current level.
Language: English, Russian