Case Study: Virgin Media retains millions of customers with RAPP

Virgin Media boosts retention with RAPP using 100 million data points and a 25% CTR

The customer Virgin Media faced the challenge of reminding its 5.5 million customers about the value of their services, as the brand's reliable offerings were at risk of being taken for granted. The vendor RAPP was tasked with creating a personalized campaign to boost customer engagement and retention.

RAPP implemented a hyper-personalized gamification solution called "Best Bits." They analyzed over 100 million data points to create unique customer stories and quizzes, directing users to a personalized landing page. This approach achieved a 25% click-through rate, which was eight times the benchmark, and over five minutes of dwell time. Ultimately, RAPP's campaign secured millions of pounds in retained revenue for Virgin Media.

Virgin Media