The Client: A national wireless provider that prefers to remain anonymous

The Challenge: Help customer service associates prevent churn by identifying those customers who need special support and attention if you hope to retain their business.

The Solution: This campaign helped associates learn more about the unique needs of this special group of clients. Breakroom posters, emails, quizzes, and 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. The campaign had such a significant effect on customer retention that the client chose to revive it the following spring, just to keep those beloved imaginary families at the top of associates' mind.

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