Cox Communications Engages Customers with Customized Rewards - PODi Case Study

• For continuous customer engagement use an offer with staying power. Cox not only provided a valuable incentive to drive response but gave its customers a gift that they would use throughout the year.
• Have a defined process in place for responding to customer feedback. If one of the goals of your campaign is to engage customers and gather their opinions on your products and services then you need to respond in a timely manner to requests for additional information or to negative comments. Failure to have this in place before the campaign is launched will lead to confusion among call center staff and/or sales personnel, and to greater customer frustration.

Source PODi
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