The Client: A national wireless provider that prefers to remain anonymous
The Challenge: Help wireless customer service associates prevent churn by appreciating the needs of some customers who are the most likely to go.
The Solution: This series of videos was part of a larger campaign that helped associates learn more about the unique needs of this special group of clients. The videos introduced three imaginary families — imaginary customers representing three types of very real customers who are prone to churn (leave their carrier early) if they aren't given the support they need. Not only was the campaign successful, the client cried when they watched the teaser video.
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