Project: Customer Retention Strategy
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Energy Services business with ~1M customers
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Results:
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Provided a detailed action plan to reduce attrition by over 20%, including substantial cost savings from reduced complaints
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What We Did:
- Analyzed attrition by tenure, product, customer value, channel and other dimensions to identify high risk areas
- Worked with Operations team to map high attrition groups to key processes and identify root causes of contract cancellation
- Tested customer experience hypotheses with focus groups and quantitative surveys
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