When Comcast discovered that a large contingent of customers preferred contract-free commitments, they needed a simple, transparent and flexible prepaid customer experience that gave people a sense of control and freedom.
A sense-and-respond approach
Our priority was to anticipate and eliminate all barriers to becoming an Xfinity Prepaid customer—and make it delightfully easy for people to manage their balances.
- To create a delightful experience, we first needed to understand how customers behave across channels, so we ran advanced analytics that ultimately helped us continually optimize the experience for unique audiences.
- We also used real-time reporting to further improve the customer experience, product recommendations, and promotions.
- These detailed insights helped us refine Xfinity Prepaid’s acquisition strategy and refill experiences to better drive conversion.
- We moved quickly with rapid cycle optimizations, including A/B testing on CTAs and imagery. We also ran page-pathing analyses and product-led content testing to ensure the most relevant, effective experience for customers.
By understanding and anticipating customers’ needs, we created a seamless, intuitive payment platform that gave people the exceptional service they demanded – and the control they craved.
|+114%||increase in Xfinity revenue|
|+18%||increase in online sales|
|+130%||increase in online refills|
|+8%||increase in retention rate|
Truth is the customer reality. Beauty is in the brand response.