Cropped image from an email for a customer service campaign

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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