02/10/2022

Engaging customers in a digital world requires a digital strategy

This week has seen the successful launch of Broadridge’s flagship report on its annual CX and Communications study, presenting the findings of an in-depth survey of 3,000+ consumers in the United States and Canada about their views on how they want companies to engage with them. It’s no surprise that there’s a growing appetite for more digital engagement – but the customer experience needs to improve!

Broadridge turned to Living to help tell this story to their B2B clients, who eagerly await the insights from each year’s survey. Our involvement started with our client strategy team taking Broadridge’s raw survey data, from nearly 200 questions, and developing what we saw as the key themes – which became the very foundation of the 2022 report.

Data visualisation at the core

At the same time, our design team developed a digital-driven visual language for the report, which would be carried across a website page, social media tiles and a webinar slideshow. This striking visual identity aligned with the firm’s highly successful ‘Power of One’ campaign for the Broadridge Communications Cloud^SM services. It was also designed with data visualisation in mind, as the all-important data would be consumed through charts and graphs – area consideration often overlooked in research reports.

Copywriting and content creation

With the key themes agreed, our strategists further analysed specific findings, writing several iterations of data synthesis, before crafting a final report in full collaboration with the Broadridge research and marketing team. Applying the Broadridge tone of voice, we ensured the messaging and language in the report and supporting assets were highly engaging. This content was brought to life by our designers’ standout work on the colourful report, animated webinar presentation, dynamic report landing page and digital advertising assets.

Commenting on this year’s report, our client comments, “I wanted to extend my gratitude to all of you for making the report, presentation landing page and campaign look absolutely beautiful. You raised the bar – significantly – and the design and delivery truly support our goal of being seen as digital and innovative.”

As revealed in the Broadridge survey itself, in a digital world, it's all about clear and concise communications. Our approach to the report’s visual and verbal language was driven by our proven insights on how to create a better experience for the audience.

To learn how Living can help you improve your client engagement with highly targeted messaging and design, please contact Duncan Shaw in New York, Greg Hobden in London or Gigi Yung in Hong Kong.