Inspiring Better Outcomes
Frontier Communications
Net Promoter Score Engagement Campaign
Frontier Communications’ $1.8 billion acquisition of Verizon broadband and landline services in Texas, Florida, and California, increased the number of call centers by nearly 50%. This overnight growth created an opportunity to inspire front-line teams across the organization to reach new customer satisfaction levels. Frontier’s CX leadership needed to reinvigorate their NPS ACE campaign. They needed a message that all groups believed in regardless of prior brand allegiance with a fresh and inspiring voice that is visual and bold.
Lead with Emotion
Solution
CSR survey data lead our creative sprints on concept development and testing. We learned that the NPS ACE wasn’t top of mind and incentives alone did not actively engage the teams on an emotional level.
Our solution was a mash-up of the NPS training guides with the popularity of emojis among the CSR staff. Sm;)e became the signature message of the engagement campaign. References to NPS scoring and calls to action were eliminated or minimized — purposely purposefully changing the tone from directive to supportive. The campaign voice was cheering on the teams with wit and charm. This independent look and feel also departed from the previous volume-, product-, or feature-driven ACE campaigns.
Call Center Interior Billboards
Socialized Messaging and Visuals
Social and Digital Signage Assets
Halloween Social Media Asset
Screen Care
The digital smile refresh of the ACE campaign launched across all FtrCARE call centers overnight. In addition to the large banner walls, team member workstations were running a custom screensaver, and Sm;le branding.
Early testing indicated a strong desire for less contrast and flashing in the screen saver animations. This lead to a gentle stream shown on the right.
Team Building Kits
Business Outcome
