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Featured Work

  • Customer Delight - Insurance Company

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    *Net Promoter Score = Promoter % – Detractors%

    Customer Delight - Insurance Company

    One of India’s leading insurance players roped us in to help them enhance client delight for their motor insurance business. The challenge was that though motor insurance is a mandatory product, customers do not have loyalty towards any particular insurance company. One bad experience is enough for them to move out and choose another insurer. This obviously has business implications.

    Limited brand differentiation, customer delight and hence customer loyalty; reflected through their Net Promoter Score* (NPS) being in sub 30s. This means that though they had more promoters than detractors yet proportion of passive or disengaged customers was high.

    Eminence undertook the following approach to bring about a shift in client perception.

    Gap identification through mystery shopping coupled with detailed analysis of feedback forms, and calls to customers

    Process mapping with customer touch points

    Strategic and tactical consultation across stakeholder groups covering employees, agents, surveyors, workshops and retail/ corporate clients

  • Strategic Corporate Tie - Up

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    Strategic Corporate Tie - Up

    While consulting two well-known brands, we observed that both of them are targeting same customer base ie vehicle owners. Both the companies are popular brands in their respective industries but the industries that they belong to suffer from low customer involvement and hence limited brand preferences.

    Eminence observed these similarities and facilitated a tie up between these two prominent firms. This has helped them not only leverage each other’s customer base but also develop the market along with enhancing their channel partners’ earning quotient.

  • Repositioning - Ratings agency

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    Repositioning - Ratings agency

    The Company was set up about a decade ago as a rating agency focused on SMEs. However, eventually it received license to rate large corporates too, and hence the company wanted to reposition itself as a full service ratings agency backed by strong research capabilities.

    Eminence undertook an end-to-end repositioning exercise including the following:

    Stakeholder views analysis. This included all stakeholder segment ranging from clients, employees, channel partners, opinion makers to Board members

    Industry players’ positioning mapping

    We concluded the exercise by crafting the company’s vision, mission and positioning statement along with employee value proposition.

  • Strategic Communication & Influencer Marketing - Data and Analytics Co.

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    Strategic Communication & Influencer Marketing - Data and Analytics Co.

    Though the offerings of this company appear to be niche, they actually have strategic relevance in decision-making capabilities of multiple industries. Eminence through its deep understanding of B2B segment and multi-sector exposure could not only provide them vital inputs on strategic communication and influencer marketing but also executed a well laid out plan resulting in credible visibility.

    In addition, we conducted media sensitization workshops to train the spokespeople on how to effectively leverage traditional and digital media interactions.

  • Employee Orientation and Sensitization - Financial Services Co.

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    Employee Orientation and Sensitization - Financial Services Co.

    A leading financial services company has come a long way since its inception when it was set up as a debt intermediary. While the management and the newly hired leadership team was clear about the transformation the company had undergone in the past 20 years, the employees at mid management and external stakeholder engagement roles, had not yet understood the change. This impacted the overall positioning of the company.

    Eminence was brought in to work on employee orientation and sensitization. This three-month assignment helped:

    Employees understand the company’s transformation

    Standardize narration of the company’s transformation for employees across the hierarchy.

Industry Events

Workshop on "How to market your coaching business" at Leadership Coaching Session

Session on "Getting your foot in the boardroom door" at Corporate Communication Summit 2018

3rd consecutive year of Executive Presence session for the 'Young Executive Board' at CeatTyres

Workshop on 'Executive presence' conducted at National Institute of Industrial Engineering (NITIE), India's premier B-School

6th Global Economic Summit on 'Women’s Empowerment: Innovation, Entrepreneurship & Capacity Building'

CII Indian Women’s Network (IWN) annual event “WomeNation”

Panel discussion on: "Carving a new identity – Women Entrepreneurs" at CII WR Entrepreneurship Conclave 2017

Workshop on "Branding and Reputation" at the Indo-French Chamber of Commerce and Industry (IFCCI) forum

Session at Blue Dart on "Executive Presence for Women" under the aegis of CII IWN

Addressed over 200 women on what it takes to be professionally successful while maintaining a personally fulfilling life.

Moderated a panel on Mutual Funds Investments at the Great Lakes Institute of Management Studies

Judging a "Smart Ideas" for start up contest

Industry interaction on Entrepreneurship with the MBA students from Georgetown McDonough School of Business in association with CII

Clientele

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mitusamar@eminenceonline.in