Scottish Power: Cross Media Customer Welcome

Scottish Power wanted to reduce cusomter attrition during the critical first 90 day period and create an exceptional first impression with a high level of customer service.

Scottish Power: Cross Media Customer Welcome


CLIENT • Scottish Power

THE TEAM • Andy Bailey, Mark Carmichael.Andy Bacon, Marc Boelaers, Kelly Goddard, Wes Dowding, Roz Rae, Alison Cummings, AnneMarie Schoppers. Other contributor: Scottish Power.

WHAT IS WONDERFUL ABOUT THIS WORK? • By deploying intelligent use of customer data coupled with targeted messaging we've significantly increased ROI and reduced churn. All targets exceeded, especially when PURL was used: 39% reduction in attrition, 81 % reduction in cancellations, 59% email open rates (64% click through).

OBJECTIVES• Reduce customer attrition during the...

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