DIRECTV

DIRECTV developed a loyalty program to reward engagement and reduce churn. However, a program is only as effective as the emotional connection it fosters. The challenge wasn’t just about improving retention—it was about making customers feel valued, turning loyalty from a transaction into a relationship they could love.

I didn’t create the loyalty program—I helped make it real. Through strategic messaging, emotional storytelling, and a focus on connection, I helped transform a static strategy into a dynamic and inspiring customer experience.

1. Created a Distinct Brand Identity

Positioned the program with the inviting tagline: “TV that loves you back.”

Designed messaging that emphasized exclusivity, joy, and personal connection, helping customers feel seen and valued.

2. Crafted Emotional Storytelling

Developed audience-specific campaigns for rewards and sweepstakes, tapping into customer desires for recognition and unique experiences.

Directed video campaigns that captured and shared the excitement of winners, inspiring engagement across the community.

3. Designed Aspirational Rewards

Curated prizes tailored to customer aspirations, including VIP trips to the Super Bowl and exclusive Vegas experiences.

Highlighted meaningful and aspirational rewards to keep the program exciting and relevant.

4. Built a Feedback Loop

Produced winner experience videos integrated into the app, showcasing the emotional rewards of participation.

Fostered a sense of belonging by demonstrating what it felt like to be part of the DIRECTV loyalty community.

5. Encouraged Ongoing Engagement

Created campaigns tailored to evolving customer needs, ensuring the program remained fresh and engaging over time.

Integrated storytelling with strategic execution to sustain interest and advocacy.

1. Membership Growth

Achieved a 16.3% growth in membership, expanding to over 139,000 members in just 90 days.

2. Engagement Surge

Generated over 200,000 sweepstakes entries, with the “Win DIRECTV For Life” campaign becoming a major driver of participation.

3. Stronger Connections

Captured an 85.7% email opt-in rate, using personalized messaging to strengthen the program’s reach and relevance.

4. Emotional Resonance

Shared winners’ experiences, turning loyalty into something customers could feel and celebrate, fostering deeper emotional connections.

This wasn’t just about rewarding customers—it was about valuing them. By combining emotional storytelling with thoughtful execution, I helped transform DIRECTV’s “TV that loves you back” into a dynamic, shared experience.

Customers didn’t just engage with the program; they felt seen, valued, and celebrated. The result? A virtuous cycle of engagement, loyalty, and advocacy that turned a transactional program into a brand-defining movement.