Klap is a Dutch insurance broker that actively helps people find an insurance that fits their needs. Customer experience and satisfaction are some of Klap's core values, with a personal approach and the occasional surprise for their clients. For example, by sending a personalised birthday video message.

The birthday video puts a face to the family business and creates a personal moment between Klap and the client. The content of the video is both funny and authentic, as the entire Klap team, from trainee to commercial director, plays an active role in the video.

Objectives

1. To surprise clients and make the contact even more personal
2. To create a sense of loyalty
3. To retain and increase customer satisfaction