Cover Story: The Customer's Keepers

With a ramped-up loyalty and retention program, Charter Communications is having positive, measureable churn reduction results

Paul Belle Isle, senior directior of loyalty and retention (left); Phil Bellaria, vice president or customer loyalty (middle); and Tim Doolittle, vice president of marketing science (right)

Charter hands out these buckslips (shown front here) during service visits, community events and at its service centers to encourage customers to join its "Live It" loyalty and retention program.

Charter hands out these buckslips (shown back here) during service visits, community events and at its service centers to encourage customers to join its "Live It" loyalty and retention program.

In Charter's "Double Trouble" program, customers who have made two service calls in 60 days—with at least one of the calls requiring a visit—receive a Hallmark apology card following the repair work.