A multitouch personalized engagement program welcomes new customers to Verizon with information and education about its services, reducing churn and strengthening the brand and customer experience.
"Because Video Bill has been so successful with new customers, we are now starting to send them to existing customers as well. Videos are a great way for us to communicate with our customers, and we’re looking to incorporate them wherever it makes sense. ”
Monthly bills and account statements can be confusing to consumers—especially if the statement is higher than expected and changes from month to month. This confusion and bill shock can lead to frustration as consumers don’t understand their bills, which can translate into increased calls to a contact center, higher churn rates as subscribers cancel their services, and consumer dissatisfaction which creates barriers to expanding the customer relationship.
Geography, behavior, demographic, psychographic; all common characteristics used for traditional market segments. Brands have used segmentation to personalize customer communications for a long time, but is segment personalization enough in today’s world?