Our Work
Crafting exceptional customer experiences since 2014
Woolworths (Everyday Rewards)
Building Everyday Rewards’ omnichannel experience.
The project involved in-depth sessions with product, customer behaviour and research squads, and a digital channel audit exploring existing customer behaviour, business process and channel practices. The resulting omnichannel framework defined digital channels' role in an agile environment and embedded customer-centricity into the rewards program customer experience.
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Qudos Bank
CX audit & customer engagement strategy
Qudos conducted a comprehensive CX Audit of the current state before developing a Customer Engagement Strategy and roadmap of initiatives and works to provide a clear and well-defined plan of action to strengthen Qudos' position in the market and contribute to its core value - 'Customer First'.
Woolworths (Everyday Rewards)
Driving value across the customer lifecycle with Everyday Rewards
After reviewing the existing customer lifecycle and customer experience, and the underlying commercial value model, a novel and dynamic customer lifecycle framework was developed and implemented across the Woolworths’ Everyday Rewards ecosystem.
Bupa
Bupa's customer retention agency
T&H was Bupa's engagement customer agency for over three years. T&H supported across strategy and planning to execute over 80 omnichannel marketing campaigns.
Ryobi (Australia) (Techtronic Industries Australia Pty Limited)
UX design of analogue to digital product registration
As part of improving the end-to-end customer experience, Ryobi engaged Tortoise & Hare to look closely at the My Ryobi website and broader CX to consider improvements to mitigate friction and drive engagement across sign-up, registration and ongoing product management.
W23 (Woolworths Venture Group)
Developing the W23 brand for Woolworths Group
A complete branding development exercise, from concept ideation to brand assets roll out across channels and guideline development to ensure consistent brand execution.
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Active Super
Lifecycle framework and journeys to enhance CX for Active members
T&H was engaged to deliver a lifecycle strategy that would provide a framework to support the development of key member journeys that would change the conversation around Super to make it relevant to members at all life stages, drive engagement and nurture advocacy.
nib
Unlocking customer experience opportunities for nib
An initial customer experience audit of all communications and channels was undertaken to provide a recommended approach and roadmap for further CX optimisation across nib.
Cashrewards
Developing customer personas through qualitative and quantitative research
Customer personas allow for delivering a more relevant product, marketing and customer experience that matches member expectations and offers more profound business value.
A trusted partner to Australia’s leading customer-obsessed brands
