Charter and Customers Celebrate Five Years of Live It with Charter
Stronger relationships, rewards and prizes lead to higher customer satisfaction
ST. LOUIS, June 13, 2012 /PRNewswire/ -- Charter Communications, Inc. (NASDAQ: CHTR) and its customers are celebrating the five-year anniversary of the customer rewards program, Live It with Charter. Over the past five years the highly successful rewards program has grown to more than 900,000 members, and established itself as best in class among its peers.
The Live It program was first piloted in 2007 to help reward loyal Charter customers, and enhance the long-term customer experience. The successful pilot led to a nationwide launch of the program in 2008 to all Charter customers. Over the past five years more than half a million customers have redeemed points for valuable program rewards.
"Our primary focus in all areas of the business is to enhance the customer experience," said John Birrer, Senior Vice President, Customer Experience. "The Live It program was one of our earliest efforts in this arena. We want to demonstrate that we're willing to invest in our customers to make their experience with us great. The most recent example of this philosophy is our Charter All In Customer Guarantee, which demonstrates to our customers that we'll deliver what we say we will, backed with firm financial commitments."
Charter's research shows that members of the Live It rewards program are more satisfied than customers who do not participate. "I believe the higher satisfaction levels are a result of more than just the prizes and rewards," added Mr. Birrer. "Higher satisfaction comes from developing a closer relationship with our customers and being more than a cable or Internet provider, but a solutions provider."
Live It members earn points for every dollar they spend on their Charter services, and can redeem those points for electronics, branded TV network merchandise, gift cards, passes to celebrity events, and exclusive trips. Over the past five years Charter has awarded over $8 million in rewards merchandise, sweepstakes prizes, cash giveaways and once-in-a-lifetime experiences.
SOURCE Charter Communications, Inc.
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