Challenge:
A well-established, hearing care company with over 150 locations was mailing all non-converted leads with the same message and cadence. Darwill recognized an opportunity to better segment and target these leads which led to the creation of an outcome-based customer journey.
Achievements:
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Based on the previous mail history and response data, Darwill performed an analysis to determine the optimal timing to target qualified, non-converted leads. -
Findings indicated timing of contact had a direct correlation to response. -
Increased frequency of contact within crucial response window (within 1st year). -
Cater messaging to address known conversion hurdles. -
Timing and content of their next touch point is based on if and how a patient responds.
Response Rate by Time Since Last Appointment
Darwill Analysis Findings:
Patients respond at a higher rate when contacted closest to their last visit.