Addressing Customer Service with Business Greeting Cards

Background:
Help a multi-service broadband communications and entertainment company with over 6-million residential and commercial customers in re-connecting with customers who are possibly at-risk due to service problems.

Solution:

• A photograhic greeting card in which the cover imagery and copy worked together in leveraging a universally understood sense of motion, relating that to the highs and lows of relationships.
• Inside copy and digital handwriting that combined sincere apology with honest acknowledgement of the problem and expression of thanks for the customer's business.

Results:
The client found this card-based apology program to be a key tool for preventing defection following service failures.

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