Long-term customers are happy. They don't need long check-ins. A one-word check-in is enough.
A IPTV reseller in Germany sends this one-word message to customers who have been with him for 12+ months: "Still?"
His Panel IPTV doesn't send this. He does. He selects his long-term customers.
A Revendeur IPTV who never checks in with long-term customers assumes they're fine. They usually are. But a one-word check-in reminds them you exist.
Here's what the one-word check-in achieved. A reseller sent "Still?" to a 2-year customer. The customer replied: "Still! Best service ever." The reseller replied "Great!" That 3-second exchange strengthened the relationship.
The practical implementation is simple. Once per quarter, select customers with 12+ months tenure. Send "Still?" That's it. If they reply positively, say "Great!" If they reply negatively, investigate.
What actually works is only sending this to happy customers. Don't send it to customers with open issues.
I learned that long-term customers want to be acknowledged. The One Word Customer Check-In for Long-Term Customers acknowledges them.
Honestly, send "Still?" to five long-term customers today. Your IPTV reseller relationships will strengthen.