Inspired by ‘The Power of Moments‘ by Chip Heath and Dan Heath, Progressive’s CRM team pinpointed a few key moments during a customer’s journey where they could surprise and delight them and thank them for being a customer.

The results were outstanding and helped increase customer retention by almost 2+ years (which is insane for an insurance company). Below are some of the deliverables that I helped ideate, write and creative direct:

WELCOME

SURPRISE & DELIGHT

RETENTION INCENTIVE