Marketing and Customer Experience, Competitor Analysis: Case Study 1

Towergate Insurance Marine

Towergate Marine is the specialist boat division of Towergate Insurance, the leading independent insurance broker in the UK.  Towergate asked Fivespoons to review its approach to boat insurance, encompassing the whole of the customer journey, from acquisition and awareness, through to retention.  The brief was to ultimately help Towergate Marine increase their acquisition, on- and off-line conversion and income.

 

We began by evaluating the current approach to marketing, including their web site, the online search landscape for both organic and paid search, and traditional press advertisements. We also reviewed and evaluated several Towergate customer telephone conversations to see if these could be improved upon.

 

Towergate and Fivespoons then identified their four main competitors in the boat insurance sector.  We looked at their approach to marketing, from their web site, to how they acquire their customers, and how they handled their customer conversations on the phone.  Finally, we looked at pricing across the sector.

 

Fivespoons produced a detailed report on their findings and an action list for Towergate to take forward and implement the recommended changes.

 

Paul Atkin, Head of Sales at Towergate Marine, was pleased with the outputs: “As one of the UK’s leading insurance intermediaries, we are continually focused on ensuring our customers have the best possible experience with us at every stage. We’ve enjoyed working with Fivespoons.  They had a sensible and pragmatic approach to our challenge and have helped us construct a meaningful plan of action to improve on what we already do.  We feel we are now equipped with the knowledge we need to enhance our proposition to customers further which is exactly what we set out to do.  I’d have no hesitation in recommending them.”

 

To find out if your business could benefit from competitor analysis then simply give us a call or send a note via the contact form below.  We offer a free two-hour consultation where we can explore your options and how we may be able to help you get more from your business.

What did our client think?

As one of the UK’s leading insurance intermediaries, we are continually focused on ensuring our customers have the best possible experience with us at every stage. We’ve enjoyed working with Fivespoons.  They had a sensible and pragmatic approach to our challenge and have helped us construct a meaningful plan of action to improve on what we already do.  We feel we are now equipped with the knowledge we need to enhance our proposition to customers further which is exactly what we set out to do.  I’d have no hesitation in recommending them.

Paul Atkin, Head of Sales at Towergate Marine

Free two hour marketing consultation 

Sometimes it can be difficult to know where to start when it comes to setting up a business or breathing new life into an established one. 

With our free two hour consultation, we will talk to you in depth about your current situation and what you are hoping to achieve for your business. From this discussion we can pull together our thoughts on what marketing activity we feel you would be best to focus on and the costs associated with this.

 If you like what you read, you can then decide how little or how much activity you wish to proceed with. Everything we do is clearly outlined with no hidden costs or catches. Just simple, clear communication.

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