Xcel sent personalized videos from 2019 until May 2020 using advanced technology to improve the customer’s experience. The videos included a video bill explanation and Xcel’s COVID-19 response. The videos provide customers with timely and personalized information that improved Xcel’s brand perception resulting in an increase of 7 points in Xcel’s Net Promoter Score, now totaling 36 points, above the industry standard of 15. The COVID-19 message addressing customers’ needs during the pandemic, produced extraordinary results with open rates of 58% and click-through rates of 14%. Xcel’s survey results concluded that 87% found the content useful, 1 out of 2 customers reported an improved perception. These unique videos deliver custom billing data in a timely manner to Xcel’s customers. To learn more about the project read the Xcel’s Case Study, Enhance the Experience Improve the Brand.
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