Case Study

Service: Consolidating Scattered Customer Touchpoints into Official LINE
Redesigning All Media Goals to LINE Registration, Achieving +50% Inquiries and Building a Customer Nurturing System

Annual revenue ¥200M · Service Industry | Rebuilding touchpoints across SNS, HP, and various media to shift from referral-dependent to self-sustaining customer acquisition

Client Overview

Industry	Service
Annual Revenue	Approx. ¥200 million
Product	High-ticket services (requires comparison and trust-building)
Services Provided	Official LINE Setup / Touchpoint Design / Content Delivery Design / Lead Nurturing

Situation & Challenges Before Engagement

SNS, homepage, various media—there were many touchpoints designed to expand awareness. However, the "goal" of each was vague, causing the staff's resources to be scattered and strained every time inquiries or customer interactions occurred across different channels. Even with awareness, it failed to translate into service adoption.

Most orders came through referrals. While seemingly a stable source, it harbored a structural problem: referral fees consistently squeezed profit margins. Yet, due to limited resources, proactive sales activities were insufficient, the psychological hurdle to inquire via the homepage was high, and direct customer acquisition simply wasn't functioning.

Behind this lay the nature of the product itself. High-ticket services aren't purchased after a single interaction. A process of understanding the difference from competitors and fully grasping the service's value—namely, "lead nurturing"—is essential. But without a mechanism for this, only the number of touchpoints continued to multiply.

Ambiguous goals across SNS, HP, and media channels scattered responses and strained working hours
Most deals relied on referrals, with referral fees continuously depressing profit margins
High awareness did not lead to adoption; high psychological barriers to HP inquiries meant self-acquisition failed to function
Despite being a high-ticket product, there was no nurturing mechanism, losing prospects to competitors during the comparison phase

Meets Consulting's Approach

What Meets Consulting focused on wasn't the "number of touchpoints" but the "goal design of the touchpoints." No matter how many channels are added, if their individual goals remain vague, customers will get lost. Consolidating all touchpoints into a single goal—"Official LINE Registration"—and automating the subsequent lead nurturing was the fundamental solution for this client.

Phase 1 | Redesigning Touchpoints to Unify All Media Goals into "Official LINE Registration"

We reviewed the pathways across SNS, HP, and all media, unifying the ultimate goal of every contact point to "Official LINE Registration." This centralized the inquiry channel, eliminating the scattered response strain. Compared to HP contact forms, LINE poses a much lower psychological hurdle, making it a medium where prospects can easily take that "first light step." This design change alone drastically increased touchpoints with potential customers.

Unified CTA (Call to Action) across SNS, HP, and various media exclusively to Official LINE registration
Reduced response hours by centralizing the inquiry window
Designed smooth guidance to LINE, which has lower psychological barriers than HP forms

Phase 2 | Official LINE Setup and Routine Content Delivery Design for Lead Nurturing

How do we nurture customers after they register? This is the most critical phase in marketing high-ticket services. We built a system to regularly deliver content—such as differences from competitors, service value, case studies, and FAQ answers—to prospects registered on the Official LINE. Instead of staff handling every case manually, the design allows the content to automatically nurture the customers.

Designed step-by-step delivery post-registration (A flow of Awareness → Interest → Trust → Purchase)
Planned and produced content communicating service value and competitive differentiation
Automated routine delivery to achieve zero-workload lead nurturing for staff

Results Achieved

Since the launch of the Official LINE, inquiries have increased by +50%. This is the result of centralizing touchpoints and lowering the psychological barrier to LINE registration, pushing potential customers to take the "first step." Furthermore, regular content delivery set up a self-sustaining nurturing process from registration to purchase.

Inquiries

+50%

Increased after Official LINE launch

Lead Nurturing

Systematized

Self-sustaining nurturing via automated content delivery

The transition from passive, referral-dependent acquisition to an active model where the company acquires, nurtures, and converts its own prospects has begun. In high-ticket services, the issue of "having awareness but no adoptions" mostly stems from a lack of touchpoint design and a nurturing mechanism.

Key Takeaways from This Case

"Unifying goals" comes before increasing touchpoints. If channel endpoints are vague, expanding awareness won't lead to results.
Marketing high-ticket services requires moving from "waiting for inquiries" to "creating reasons to buy" through LINE-based nurturing.
Official LINE has lower psychological hurdles than HP inquiries, making it a powerful tool to reduce the initial cost of contact with prospects.
Breaking away from referral dependency requires establishing a mechanism to nurture prospects in-house—the only structural solution.

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