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Capital One has always been a leader in innovation, but they wanted to go further to enhance customer relationships and drive brand engagement. Watson partnered with Capital One to develop B2C campaigns and a membership loyalty program that would encourage customers to visit their branches, connect with bankers, and take advantage of personalized financial solutions—all while enjoying a cup of coffee.
Capital One’s challenge was to create a customer experience that was both inviting and rewarding. Watson began with extensive research to understand customer motivations and preferences. Insights revealed that customers valued personal interactions, local connections, and tangible rewards that enhanced their everyday lives.
The resulting loyalty program focused on three core elements:
Watson designed and executed B2C campaigns that highlighted the unique benefits of the membership program. Digital ads, email marketing, and social media content showcased real customers enjoying rewards like complimentary coffee and exclusive events at Capital One Cafés.
In-person events at the cafés further strengthened customer relationships. These gatherings featured one-on-one sessions with bankers, workshops on financial planning, and community-driven activities that reinforced Capital One’s role as a trusted partner in their customers’ financial journeys.
The combination of B2C campaigns and the loyalty program delivered impressive outcomes for Capital One:
“Capital One’s loyalty program is more than just perks—it’s about creating meaningful connections with their customers. From coffee to financial planning, this initiative bridges the gap between everyday life and smart banking solutions.”
Build from insight. Strategy isn’t guesswork—it’s groundwork. We listen, research, and distill what matters to guide smarter decisions and set a solid creative direction.
Make it meaningful. From naming to narratives, we create content that speaks with purpose—rooted in truth, tuned to your audience, and built to connect.
Design for behavior. We craft digital experiences that are intuitive, scalable, and aligned with how real people move, click, swipe, and search.
Bring brands to life. Physical spaces, moments, and memories matter. We design experiences that feel human—and stay with you long after the lights go out.
Drive connection. Our marketing approach blends data and instinct—getting the right message to the right people, in ways that actually move them.
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