Comcast Xfinity
Unlocking growth in a new market segment
Truth
People hate limitations.
Beauty
A flexible payment system that won't lock you in.
The Situation
Over one-third of Comcast Xfinity’s service area prefers a contract-free commitment. Without this option, Comcast Xfinity was leaving behind considerable growth potential. They needed to build a pre-paid product and ownable experience that would bring new customers to the brand and scale—adding long term value to the company and customers.
What We Did
- Business consulting for pre-paid product development and launch
- Journey design and engineering to create an owned digital experience
- Content and campaign creation for unified digital and physical experiences across web, stores, and the Comcast mobile app
- Enabled a simple account management experience that eliminates barriers to refill
- Created a unified view of the customer by merging site data, transaction data, and customer service feedback
- Rapid cycles of performance analysis, optimization testing, and deployment to drive incremental conversion increases on a weekly cadence
- Built robust acquisition and retention campaigns to drive impact
Services
- Experience Strategy
- Digital Business Strategy
- Product Strategy
- Experience Design
- Customer Lifecycle Marketing
- eCommerce
- Data and Insights
- Content Strategy and Creation
Our Impact
+122%
Online products sold
+76%
Online refill count
+102%
Online revenue
+112%
Retained customers
Connecting the physical to digital
A digitally-enabled in-store purchase experience was designed and developed for Xfinity Prepaid. The first-of-its-kind experience was built to meet core customers where they shop, grow sales channels, eliminate friction at point-of-sale, and minimize the need for sales team training.
