Customer: TDC

Overview of Loyalty Campaign

TDC wants to be known for offering the best products and services and for always striving to understand customer requirements - to treat every customer as if they were the only one.  To realise this ambition, TDC wanted to create a programme aimed at its most highly valuable triple play customers that would:

• Strengthen loyalty and reduce increasing risk of churn
• Educate its customers about new products and services
• Generate and increase customer response levels by using all available communications channels
• Reduce number of calls made to customer service by encouraging higher usage of lower cost digital channels
• Maintain 1-to-1 dialogue throughout the customer’s lifecycle to help create specific and meaningful promotions to clients and to measure responses
  
  

Project Details

TDC implemented a "Guide to More Value" loyalty programme using Agillic’s Interactive Integrated Marketing solution to:

• Effectively integrate customer insight data with an individual web home page to reflect current and historical personal behaviours 
• Implement specific CLM programmes with incentives to generate and increase customer response levels
• Personalise communications and offer product educational guides relating to customer’s existing products

Results

61%  of TDC’s most valued triple play customers registered for the programme

• Product awareness and knowledge increased substantially
• Reduction in number of calls to customer service
• Customer churn fell by 60%.
• Cross and upsell opportunities increased