The Z-Files

Client need

After 13 years, energy brokers Make It Cheaper (MIC) had a new brand and a new name: Zembl. With multiple one-to-one customer journeys and brand assets across their business eco-system, they needed every part of their customer experience transformed to the new Zembl brand, mission and vision.

Customer lifecycle transformation

Three customer email journeys were identified, workshopped and strategically re-mapped. The journeys were nicknamed, Dating, Marriage and Vow Renewal, covering off onboarding right to contract renewal – a cycle that could be up to 5 years long. Engagement between drinks was the aim, to maintain relationship over a long time-span.

Benefits to Zembl

• Simpler journeysMultiple unnecessary communication touchpoints were culled for clearer comms – and a journey that’s easier for marketing to manage.
• Shorter commsLengthy paragraphs and long-winded structures were eliminated, with no paragraph longer than three lines for a quicker read.
• More visual elementsBeautifully crafted bespoke icons and visual elements were added to aid digestibility and showcase the new Zembl brand palette.
• Full journey flat plansThe transformed journey was laid out and meticulously organised in Figma – sharable, easily exportable, high-quality business artefacts.
• Editable for everyoneFrom the CMO to her senior managers and uni interns, the new journeys can be copied and tweaked into fresh, on-brand email comms in minutes.