Ten Group

Customer loyalty case studies

Retail Banks

Ten currently provides a range of support services to Lloyds Banking Group and its customers  – Home Harmony, for example, is a free home management and support service given to all new Lloyds and Cheltenham & Gloucester home buyers in the UK. Ten also pioneered, developed and executed the highly successful Halifax Welcome Gift Pack proposition which is delivered to all new Halifax home buyers.

'The bigger the challenge, the greater Ten's determination to deliver. It approaches every opportunity with an energy, passion and genuine enthusiasm that many would find difficult to sustain. An absolute focus on the customer ensures Ten is consistently making a difference in the lives of those who call on its services. Highly recommended.'

Head of Direct Mortgage Acquisition, Lloyds Banking Group

Contact our corporate team to find out more or discuss your requirements in more detail.

Major Credit Cards

Our experience shows that a well crafted concierge proposition helps drive customer acquisition. For all major banks issuing premium VISA, MasterCard or American Express cards to their most valued clients, the concierge service acts as a lead benefit to promote brand advocacy, reduce the cost of customer acquisition and increase profitability.

As a powerful secondary benefit, spend on the card by an active user provides significant additional revenue. As customers become accustomed to the service, the impact on client retention and individual spend is notable as they continue to delegate requests and develop their trust and loyalty in the scheme.

If all services are integrated efficiently, credit card customers will use the broader concierge offering. From home improvements to restaurant bookings and motor services to travel, the marketing focus and customer engagement helps establish the card as the main solution for customers’ day-to-day assistance and queries.

'We needed to stand out in a crowded market and behind a concept that would attract and retain the most profitable clients.'

Marketing Director, Major Credit Card

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Add-on to luxury brands

Vertu, the luxury mobile phone manufacturer, today offers the most complete concierge service in the world to all its handset owners. It is available in seven languages, 24/7, 365 days a year. Ten has been running that service since 2004 and currently manages many thousands of requests for them each month. Added to this is the innovative phone-based concierge content which has helped drive user engagement.

Within the luxury lifestyle sector, Concierge is used as a key marketing tool and differentiator against the competition, a major driver of repeat purchases and a proven satisfaction with the brand.

'Meeting and exceeding our customers lifestyle needs is a hallmark of Vertu Concierge. Discriminating and informed choices, delivered efficiently when and where required. That’s the Vertu difference and Ten’s intelligent support service helps us achieve this.'

Head of Experiences and Enrichment, Vertu

Contact our corporate team to find out more or discuss your requirements in more detail.