After purchase, Hisense had limited direct engagement with its customers. Once a product was bought, communication largely stopped, leaving customers to navigate ownership and support independently. This created an opportunity.
Better Insights
Customers needed guidance, reassurance, and easy access to support throughout the ownership journey, not just at the point of sale. For Hisense, the challenge was to extend the relationship beyond purchase and remain present at moments that mattered.
Value came from relevance. By introducing timely, helpful post-purchase communications and improving access to aftersales support, Hisense could add real value for customers, build trust in the brand, and create the foundations for long-term loyalty.
Better Ideas
Over the course of 18 months, we worked to connect Hisense’s data, communications, and digital touchpoints into a single, joined-up post-purchase experience.
Multiple data sources were integrated to enable smarter segmentation and more relevant messaging. Category-specific aftersales email journeys were created to support customers through ownership, while the aftersales support area of the Hisense website was redesigned to make help easier to find and simpler to use.
Ongoing engagement mattered. We continued to manage Hisense’s marketing emails end-to-end, using customer data to segment audiences and deliver personalised communications that remained relevant long after purchase.
Better Results
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