Providing the Ultimate Customer Experience for the Wireless Industry
The Problem:
Today’s tech-savvy customers are becoming more aware of their purchase options, making price a big factor in their decision making process. For that reason, our e-commerce client had to look for new ways to improve their customer retention and customer acquisition strategies in order to remain ahead of the competition. Dialogue Marketing helped them by developing a solution to effectively address these challenges while maintaining their profitable customer base and without incurring an increased cost for retaining these clients. In addition, different customer segments had different message offers available to them based on their service needs that needed to be presented professionally and seamlessly.
The Solution:
In Dialogue Marketing developed an innovative renewal program to address these challenges. As expiration dates approached, Dialogue Marketing representatives would call customers with gentle renewal reminders. Additionally, specific custom software training modules enabled representatives to up-sell customers (with email, web site design, and other services) during reminder calls.
Our outbound telesales initiative included:
- Decision Maker Identification
- Customized Offers
- Up-sell and Cross-sell Strategies
- Dynamic scripting
- Real time processing of sales
- Rapid cycle testing
- Pricing flexibility testing
The Results:
With Dialogue Marketing helped our client retain thousands of customers through our unique solution and offer. In fact, sales for this program were consistently been between 50% – 55% above the levels established by the customer. Ultimately, Dialogue Marketing help generate over $3,500,000 in annual sales for this client.
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