DISCOVER THE DECISION MOMENTS™

A framework to acquire, retain and grow subscribers

Our Decision Moments framework is built on over 20 years market experience in managing over 10 million pay-TV subscribers on behalf of our clients. That means running countless customer acquisition, churn reduction and ARPU growth campaigns that have delivered significant revenues over a sustained period of time.

The key to growing revenues is understanding the full customer journey and we believe there are 8 key Decision Moments a customer will experience when engaging with a TV service  – FIND, JOIN, CONSUME, BILL, UPGRADE, DOWNGRADE, LEAVE and WIN BACK.

Intuitively, a customer who is about to sign up to a service needs to be treated differently to an existing customer who wants to upgrade their package. Therefore it is critical for operators to have the flexibility and ability to drive personalised offers and promotions and our Decision Moments framework provides your business with the power to engage with subscribers and drive long term loyalty.

of consumers expect a positive, personalised experience from their TV provider
would cancel if the service and support became poor and a provider was out of touch with their needs or preferences
would be more loyal if their provider was proactive to ensure their package and price was best for them

What does it mean for the consumer?

I want to watch my favourite show, movie or sporting event - what service should I sign up to?

What does it mean for the operator?

How can we cost effectively target and acquire the right customers?

What does it mean for the consumer?

I want to sign up as easily and quickly as possible - with minimum fuss.

What does it mean for the operator?

We need to provide a simple and secure subscriber onboarding process, collecting all the information we need for service delivery.

What does it mean for the consumer?

I want to be able to seamlessly view my favourite content anywhere and through any device.

What does it mean for the operator?

We need to encourage content consumption across multiple devices to help retain subscriber loyalty and drive upsell.

What does it mean for the consumer?

I want the flexibility to upgrade my services package as and when I like.

What does it mean for the operator?

We need to grow ARPU by effectively marketing upgrades to customers enabled through an easy to use self-service environment with automated provisioning.

What does it mean for the consumer?

I want the flexibility to downgrade my services package as and when I like.

What does it mean for the operator?

We want to stop customers from downgrading with alternative offers, but would rather they downgrade than cancel their subscriptions.

What does it mean for the consumer?

I want to be billed accurately, with clear charges, on time, and using a payment method that suits me.

What does it mean for the operator?

We need to securely collect payment for each service, in multiple territories, currencies and payment methods.

What does it mean for the consumer?

When I want to cancel, I want to do it easily with as little hassle as possible!

What does it mean for the operator?

We don’t want the customer to cancel but need to support an active churn management programme that limits churn as much as possible. Those who do choose to cancel leave with a good experience.

What does it mean for the consumer?

I want to be able to start my service up again as and when I want.

What does it mean for the operator?

We want to actively market to churned customers and convert as many as possible back to paying customers.

The Paywizard Difference

SEE WHAT PAYWIZARD CAN DO TO DRIVE YOUR REVENUES

We can help you to maximise customer acquisition and reduce churn for your pay-TV service. For over 20 years, we have been helping our clients to do just that! It’s as easy as 1, 2,3……

Try our calculator

DECISION MOMENTS IN ACTION

Find

Find

15%

INCREASE IN NEW CUSTOMER ACQUISITION

Join

Join

80%

SIGN-UP IN THE HOURS LEADING TO A BIG FIGHT

Consume

Consume

0.8s

AVERAGE API RESPONSE AGAINST SLA OF 3 SECONDS WHEN SWITCHING ON SKY SERVICE

Upgrade

Upgrade

50%

CONVERSION FROM INTRODUCTORY OFFER TO ON-GOING SUBSCRIPTION

Downgrade

Downgrade

50%

CONVERSION OF SEASONAL OFFERS REDUCING CHURN DURING POST-SEASON

Bill

Bill

80%

CONVERSION OF CREDIT CARD EXPIRY

Leave

Leave

20%

CANCELLED CUSTOMERS RETAINED USING KEY PROFILE INSIGHTS

Winback

Winback

30%

CONVERSION RATE FROM TARGETED WINBACK CAMPAIGNS

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