Customer Retention, Surprise & Delight – Time Warner Cable

About the Project

PURPOSE: Create an easy and secure digital method of online coupon redemption that offers credits, discounts and/or special offers to customers across product lines.

THE ECLIPSE SOLUTION: Eclipse built an award-winning proprietary programming solution resulting in a retention-focused microsite aimed at improving customer churn rates and building loyalty through online couponing. The system prevents fraudulent usage of credits through advanced back-end programming and can interface with existing billing systems. The mobile-responsive microsites are also bilingual and automated to supply detailed reporting on usage and redemption rates to track performance, user insights and trends. Eclipse operates a “Help Desk” to monitor and assist customers with redemptions.

TARGETING OPPORTUNITIES:

  • Product Usage: Nevers, Light users, Heavy users, Former users
  • Onboarding: Welcome new customers and encourage product usage
  • Service/Loyalty Rewards: High value or key milestones in customer life cycle
  • Customer Service: For missed appointments, service outages, etc
  • Upgrade: Upsell to higher levels of service
  • Refer-A-Friend Programs

Project Info

Client :

Time Warner Cable, Comcast/XFINITY

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