Big Ups

O2

For mobile phone companies it is quite common for customer satisfaction to be at its lowest midway through a contract; the honeymoon period is over, and the prospect of getting a new handset a distant pipe dream.

For O2, we realised that the longer a customer dwelled in this low period without a positive interaction with the brand, the more likely they were to leave at the end of the contract. So we sent them a highly personalised thank you gift that reflected their tenure and spend with the brand.

Increasing satisfaction and retention rates at a fraction of the usual cost.

LOYALTY | DIGITAL | CUSTOMER EXPERIENCE | INNOVATION

Agency: Cherry London | Work: Live Project