Market research confirms that customers who sign up for the best-fitting calling plan—not simply the largest-tend to stay with their mobile provider longer and exhibit a higher level of customer satisfaction. When Virgin launched a new series of service offerings, it was critical that new customers match themselves with the most appropriate call volume and payment option.
Virgin needed a way to engage in consultative selling, but, as always, they needed to do it in a way that communicated the youthfulness and irreverence of the Virgin Brand. So Moment created the “Stylin Game”—a clearly branded experience that guides customers through a diagnostic questionnaire on their calling frequency, volume, the time of day they make calls, and how they like to pay.
The Stylin’ Game is an unmistakably Virgin-esque way to lower service calls, increase customer retention, and in the end, customer satisfaction.
