Customer Loyalty and Conversion Strategy - Fintech N26

Challenge 🤝

A fintech company with one of the most innovative bank accounts in Europe.

An in-depth market research revealed: users are facing serious fear to store big amounts of money within the n26-bank and won’t use it as their main bank account.

But this is necessary for the bank to make a long-term profit. Fear as the strongest insight does not only sound like it is hard to fight – it actually is.

Insight Analysis

5 new customers were part of deep research - to unveil conflicts and tackle them through focused communication.

Strategy 🛣

Step one: Fight the fear. Make the user a self-confident testimonial using the bank account on a daily base

Step two: let them spread the word.

Brand Positioning

The main goal is to make the user feel „smarter“ with the product – give them a medium to share their new smart experiences and be appreciated for their support by their n26-bank. Unite – be a part of the brand without doubting the product – create social pressure and finally make the user choose one side – to be or not to be … a part of the n26-bank.

Communication Goals

1> DO = Intense Use of the service

2> FEEL= Feel smart

3> LEARN = Have strong self-consciousness

Results 🎁

Strategy to enhance customer loyalty by empowering existing user

Creative campaign ideas to create awareness for product feature

Unveiled high-risk customer insights