Case Study: Large Wireless Company achieves J.D. Power's Top Wireless Customer Care award with Marketing Innovators

Telecom Rewards & Recognition Program Leads to Top Customer Care Award

Large Wireless Company, a carrier serving more than 20 million customers, faced intense competition and needed to convert its brand promise of “service” into consistent frontline behavior across a diverse workforce of 11,000 customer service professionals. To do this, the company engaged Marketing Innovators to create a company‑branded rewards and recognition initiative that would align employees with service goals.

Marketing Innovators designed and administered a centralized, point‑based rewards program built on a full analysis of every customer service touchpoint, broad communications, robust rewards and ongoing measurement across 17 call centers. The program helped Large Wireless Company earn J.D. Power’s "Highest Ranked Wireless Customer Care Performance" for three consecutive years, improve performance metrics while reducing attrition and absenteeism, grow to more than 33 million customers, and be named to Fortune’s "100 Best Companies to Work For."