How customer centricity helps boost revenue and loyalty at PŸUR
How customer centricity helps boost revenue and loyalty at PŸUR
4 PagesPŸUR, Germany's third-largest cable network operator connecting over 3 million homes, transformed around customer centricity amid rising expectations and market competition. Medallia software drove massive NPS gains (+88pp tNPS), reduced churn by over 50% with proven NPS correlation, cut promoter costs by 10%, and boosted revenue 5%. Director Carsten Hilbers credits sophisticated text analytics for deeper insights, cross-functional journey teams, touchpoint ownership, and continuous optimization—embedding customer-centricity organization-wide to enhance support, engagement, and business outcomes in media & communications.
