Cox early life program

This case study explains how Cox Communications, a US telecommunications company, created a personalised email program to improve customer service and reduce churn.

Cox early life program

Cox CommunicationsFCB Chicago

Summary

Think about your last interaction with your cable/internet provider. If it was an experience filled with frustration and confusion, you are not alone (see "call with Comcast Service Provider from hell" with over 100,000 views). In many ways, Cox was perceived to be just like its peers. As the third largest cable company with over 5 million customers, Cox needed a way to break out of the perception and to encourage its customers to stay.

Introducing the Early Life Program, a customized experience designed to educate customers in a revolutionary way,...

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