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Case Studies - Entertainment
As one of the largest music companies in the world, and with a growing presence in television, film and radio, this company is among the premier entertainment companies today. Its music club in the United States has over six million active members and offers a variety of music for all ages with over 14,000 titles to choose from.
The Challenge
This music company was looking to acquire new customers and increase sales to their English and Spanish language target audiences. In addition, they needed to implement a customer base marketing strategy that would increase win-backs, up-sells, and stimulate activity of dormant accounts.
The Solution
This music company chose OneTouch as one of seven customer contact agencies to sell its suite of music CD products through multiple channels of distribution. OneTouch then developed a specialized training program focusing on consultative selling and customer satisfaction, so agents could effectively market to the current customer base and maintain brand loyalty. OneTouch also developed a strong bilingual Latin sales team to implement the customer contact programs for a Spanish-language audience. In 2004, OneTouch was able to add 315,000 new sales, lower their customer churn rate, and increase overall customer satisfaction.
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