Our Focus
This year's innovation focus was on further developing Cox's relationship with their Internet customers. Mainly, how can Cox communicate and engage with customers to give them a more personalized experience that meets their needs.
Translating Data Usage
Our initial take on our task was to decipher data usage and bandwidth, and what that means for a customer's Internet service. We created a personalized page that visually summarized a customer's usage statistics and also presented them with tips on how to best utilize their service.
Having access to a page like this would help a customer understand how their connectivity behavior affects their service. If their current service does not fit their needs, Cox would be able to serve them with a better one and not lose that customer relationship.
How Can We Do Better?
In a new customer's first thirty days of service with Cox, there is a high churn rate, but there aren't many ways to assess what issues the customer had that lead to their departure or for Cox to help them find solutions to those issues. By adding multiple avenues for customers to evaluate their new Internet service, Cox will be able to gain knowledge of how customers interact with their service and how to retain their customers.
Service evaluation quiz (illustrations taken from stock/online and edited to fit the brand)
