Stepped in to fill a marketing role due to a sudden departure.

Connect Hearing

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Centres nationwide
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Lead nurture journey developed
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Customer journey strategy
SEO | SEARCH ENGINE MARKETING | WEB DESIGN & DEV

Marketing Angels were able to step in and take over the duties of Customer Loyalty & Retention Manager for five months until the position was filled. We developed and implemented three key projects during that period: a customer journey, a retail campaign and a lead nurture journey.

With Marketing Angels help, the rest of Connect Hearing Australia’s marketing team, including their Head of Marketing, could concentrate on their responsibilities and achieve their goals.

The Project

Connect Hearing Australia is a leading provider of healthcare hearing services across Australia, with 140+ centres nationwide. It’s part of Sonova, a leading manufacturer of innovative hearing care solutions in over 100 countries worldwide.

Connect Hearing approached us as their Customer Loyalty & Retention Manager was leaving. This crucial role was responsible for customer retention. The responsibilities included weekly communication with all existing customers about their hearing aid journey and nurturing all leads. In a nutshell, it was a vital role being vacated, and the Head of Marketing and Omnichannel had difficulty finding a suitable candidate.

They needed someone to step in immediately and take it over temporarily. Connect Hearing required someone with experience who did not need their hand held—someone who could take ownership of the role and work with key internal stakeholders and suppliers.

The Approach

We were able to step in and perform all responsibilities, which included:

  • Daily database marketing
  • Liaising with the business analyst team
  • Liaising with the customer service call centre team
  • Monthly newsletter
  • Letter mailouts
  • Retail offers to increase overall sales through eDMS and letters.

The results

We developed a customer journey nurture strategy from when new customers started their hearing journey, keeping them updated through a series of eDMs.

We also worked on a lead nurture journey that involved building a meaningful and trust-filled relationship as they started enquiring about their hearing health journey.

More Results

LEAD GENERATION

+20%

Lift in paid search traffic for the same budget
SEARCH ENGINE MARKETING, SOCIAL MEDIA MARKETING, EMAIL MARKETING, WEB DESIGN & DEV
LEAD GENERATION

-76%

Reduction in cost per lead from paid social
SOCIAL MEDIA MARKETING, SEARCH ENGINE MARKETING, EMAIL MARKETING
LEAD GENERATION

+60%

Increase in paid search conversions
SEARCH ENGINE MARKETING, SOCIAL MEDIA MARKETING, EMAIL MARKETING, WEB DESIGN & DEV

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