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Facing intense competition from streaming services such as Netflix and Hulu, a major cable company needed to insure that customers remained loyal and continued subscribing to their services, especially cable TV.


Using an ongoing, continuous tracking survey, we identified areas of vulnerability for the cable provider, as well as the aspects of its cable TV service that drive customers to be satisfied and loyal. Strategies and tactics were developed by region, including both operational and marketing messaging to help solidify loyalty. We also worked with customer call center reps to help build messaging for "save tactics" - for those customers calling to cancel their TV service.

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