For Suburban Propane, like many other service companies in the energy sector, a key metric for measuring performance is customer gain/loss. Novocent created and implements an ongoing, year-round, direct marketing campaign aimed at increasing customer loyalty by educating and enrolling customers in Suburban’s Budget Payment Program.
With successful conversion rates averaging in some cases over 5%, this campaign, now in its third year, has been a resounding success both in terms of customer retention and increased customer lifetime value.
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