For mortgage companies like Arcus Lending, their reliability quotient in the industry germinates into strong brand credibility and ensures their business compounds progressively. It is through positive customer experience and regular referrals that a mortgage company can generate constant leads and more business without having to invest heavily in outreach and promotional activities.
Arcus Lending had started operations in 2008. In 2017, it was also among the top 500 fastest-growing private companies in America. Despite being a relatively mature company, Arcus Lending struggled to generate enough testimonials and reviews for themselves, which was impeding their expansion.
Even when they began scaling actively, the growth was slower than expected. One of the key reasons they found was the lack of enough reviews and testimonials.
Even though their services had rendered many customers happy and satisfied, they only managed to garner around 40 reviews over 3 years. So while their service was profitable and satisfactory, it added very little to its visibility and credibility among other potential customers searching online. These potential customers would either skim past their page due to lack of reviews or just wouldn’t find enough positivity around the brand to help them decide.
They needed a way to market their customers’ happy experiences organically.
Arcus Lending already had a good name in the market. They just needed to use social proof as a means to market their services and showcase their credibility through client reviews and testimonials.
This is where business gifting had the potential to solve Arcus Lending’s problem. Business gifting is one of the most organic and thoughtful ways of expressing your gratitude towards the customers and generating a domino effect of positive publicity and referrals. So when they came to us, we knew we could bridge this gap. Also, with automation at the core of Eva, this gifting exercise would be a breeze for them.
What Eva did:
At Eva, we firmly believe a simple gift that appears thoughtful, personalized, and useful for the recipient goes a long way in leaving a lasting recall.
People remember who gave them the gift. This adds to the memorability factor and a positive customer experience.
We had sent out a survey to about 450 gift recipients who had received a gift 9 to 12 months ago. We found out that 98% of them still remembered what gift they had received.
Eva gifting assistant not only facilitates this delightful customer experience via personalized corporate gifting but also simplifies the entire process with automation.
Eva untangles the indecisiveness that comes with choosing the right gift for the chosen recipient(s) through AI. All Arcus Lending had to do was feed in the recipient’s data – name, email address, and phone number. Eva gifting assistant would then generate a unique link for each of the recipients and automatically send it to them.
The recipient would receive a message along with the link that said Arcus Lending wants to send a special gift for being their valuable customers. Once the recipient clicks the link, they would be taken to a short survey of no longer than 5 minutes to understand what the recipient likes and prefers, do they have children, do they have pets, etc.
Once Eva collects the necessary data, it takes care of everything – from choosing the right gift for the recipient to packaging it in a branded box and shipping it to them in record time. With a success rate of 94%, Eva chooses the perfect gift, sent in record time which adds to the delight and satisfaction of the customers.
Apart from merely sending the gift to the recipient, it also sends a follow-up email to check if they liked the gift. In the rare instance when they do not like their gifts, Eva replaces the gifts… no questions asked. At the end of it all, the recipient also gets a subtle nudge to review or share a testimonial for the client.
This saved Arcus Lending a great deal of time and resources that would have been incurred in deciding the right gifts and logistics. It not only delighted and made their customers feel valued, but also built strong and faithful relationships with them. The subtle nudge for reviewing them helped in ramping up their online reviews and testimonials.
Why it worked:
Simplicity and Agility of the System:
Irrespective of a large number of recipients, all Arcus Lending needed was a customer database that included their name, email, and number. So gifting at scale took the same efforts as gifting to a few clients – just a matter of minutes!
Unbiased, Automated Process:
Eva’s AI relies on data rather than perception so its choice of a right, personalized gift after analyzing the data collected from the recipient seldom produces a wrong choice.
In the unlikely scenario of a recipient not liking the gift they received, Eva ships them another gift free of charge, no questions asked.
The customers, upon receiving such thoughtful gifts, were more likely to remember Arcus Lending and its services, hence they generated better customer retention and a loyal customer base. All of this led to better referrals and testimonials. In the case of Arcus Lending, this raised their reliability quotient, thanks to the many positive Google reviews, and in turn, generated a much greater ROI.
Arcus Lending has now received 94 reviews on Google. Over these 4 months, they had sent out more than 210 personalized gifts that helped them generate 54 reviews. That’s a whopping number compared to what they had managed to get in the last three years.
Additionally, Eva also generated a lot more customer data that improved the business intelligence for Arcus Lending.
Satisfied by the results and ROI, Arcus Lending has to say about the services of Eva and the impact it had on their business.
Eva has been the best thing that has happened to our customers and review platforms this year! Not only do our clients get an amazing, personalized closing gift – our company has more than doubled our Google reviews in less than 6 months! Eva’s team is extremely helpful and easy to work with. 10/10 would recommend them as a gifting service!
To sum up, business gifting is one of the most subtle and thoughtful ways of appreciating customers for doing business with you, and it goes beyond the formal give-and-take business relationships. Customers see this as a sign of a reliable and secure company that cares for and values them. This is crucial for any business. For Arcus Lending, it reflected the ingenuity of their services and paved the way for more positive referrals and business growth.