Customer Churn & Win-Back

It is well known that managing existing customer relationships is more time and cost-effective than creating new ones. Learning how to identify customers who are at potential risk of churning, and how to prevent this occurring, is important not just from a time and money perspective, but also from potential brand and reputation damage that lost customers can inflict.

Our approach:


Qualitative	Quantitative Lost and Current Customers	Analytics
Interviews with lost customers and employees to uncover issues affecting/relating to churn	Which customers are leaving you for competitors? Who are they switching to? Why are customers leaving? Triggers and other reasons What is most important to these customers and how do they rate your performance on these elements vs your competitors? What have they said to others about you since switching? How important are these customers to your business in terms of profit potential? Once they have left, what effective measures do you have for winning them back? How likely are they to return and why?	How do need priorities differ between current customers and lost customers? Where do you need to improve your performance in future? What combinations of events and/or characteristics are likely to cause churn or a reduction in spend? (via a Predictive Churn Model)

Ultimately, we aim to help you to re-focus your business priorities on correcting areas of discontent amongst your customers to manage the longevity of their relationship with you, whilst making the best use of your limited resources.