Overview
Cofidis tasked us with rethinking customer loyalty within the sensitive context of revolving credit. The challenge was to design strategies that not only encouraged repayment discipline but also built stronger, long-term relationships with clients. Using our cross-industry innovation methodology, we explored loyalty mechanisms from retail, travel, and digital platforms to identify transferable best practices. We then applied our Consumer Perception’s Mind tool to uncover how customers emotionally and functionally perceive credit, identifying both pain points and untapped opportunities. This process enabled us to propose innovative pathways where loyalty could shift from transactional incentives to meaningful engagement, strengthening trust and reducing default risk.
Discover how our strategies turn challenges into opportunities — explore more of our work.