Youi, a South Africa based insurer (with a business in Australia as well), has positioned its brand in an innovative way with consumers through the use of social media.
Youi seeks to differentiate itself through its flexible, transparent and open culture. Youi’s website contains the innovative ‘Wall’ where overall customer satisfaction and reviews are posted in real-time. Customer feedback and Youi’s responses on the ‘Wall’ are open for everyone to see and analyse. As anyone can openly share their experience, it gives current and potential customers real-time insight into whether they are making the right decision while choosing the products and the provider. Currently, user satisfaction is at 86% from 47,590 users (as at 20 May 2015).
The social engagement model Youi follows builds trust with customers by allowing current and prospective users to see and post reviews in real-time. In addition, Youi promotes itself as an open, attentive, transparent and responsive brand and culture.