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Cox Communications is the third largest cable company in the U.S. with over six million subscribers. As an industry, cable companies experience great competition and a high rate of customer churn. To improve customer retention Cox Communications wanted to be proactive in engaging and rewarding its best customers.
They needed a direct marketing campaign that would:
- Recognize product bundle customers – those that receive TV, Internet and phone service through Cox
- Learn about and address any customer dissatisfaction
- Drive traffic at Cox Solutions Stores