Forgotten Customers

The Client: Verizon Wireless

The Challenge: Help associates better serve the quiet-voiced customers who escape their notice and slip through their fingers.

The Solution: The Forgotten Customers campaign helped Verizon associates learn more about the specific needs of three particular groups of customers who are prone to quietly becoming former customers. The campaign was anchored by a series of videos introducing the Hall family, the Finleys, and fan-favorite Tommy Baker (and his wife, Peg, and their dog, Ringo). The associates became unexpectedly attached to their Forgotten Customers and managed to reduce churn by 35%, and the client got teary-eyed during the pitch meeting, which is always gratifying. (It was the guy who calls his mom on the way home from work that did it.) 

The Credit: Agency: o2ideas; creative director: Howard Pearlstein; director: Jason Wallis; production: Six Foot Five Productions; editing: Outpost Pictures; Ringo: Duke the Dog