Attrition Survey
This survey helps a company understand why customers have left, and whether they would consider purchasing products and services from your company in the future. The retention of customers is always a curious process. The drivers that cause one customer to stay loyal to an institution often have no causal effect on others to stay loyal to the same institution. eNtelligy will help you identify the retention drivers and inhibitors that influence each customer’s degree of loyalty.
The Attrition Survey will help your company gain the knowledge necessary to design and promote “win back” communication programs to:
- Regain the former customer’s business and ultimately his/her loyalty.
- Gain insight into early defection tendencies and design loyalty programs to maintain a customer relationship.
- Learn why former customers would respond or not respond to a company offer.
- Enable your company to take proactive steps to solicit those who would respond and evaluate the correction of issues influencing those who would not respond.
Attrition Profile
This profile assists in the retention of customers by developing algorithms that measure the likelihood a customer will cease to use your product or service. By implementing early identification measures, your product management group can establish a proactive communications program to retain the customer and possibly stimulate latent product usage. This eNtelligy offering has worked well within the credit card, insurance, and telecommunication industries.
Retention Modeling
A range of techniques that creates a structured approach for you to improve understanding of the effectiveness of various attempts to retain customers, specifically, “high-value” customers. Based upon your requirements, these techniques can include Product/Service Combination Analysis, Contribution Analysis, Profitability Analysis, Profiling, CHAID, other predictive techniques such as multivariate and logistic regression, Focus Groups, and Primary Survey research.
Loyalty Program
This program helps you determine those customer segments most likely to be “loyalists” requiring minimal effort to retain customer segments most likely to be “diminishers” with marginal relationships and concurrent lower profitability;
- The traits that define and describe “loyalists” versus “diminishers.”
- The product/package/channel combinations that are best suited to specific customer segments, the cost/benefit of marketing these combinations.
- Those customer segments that have a likelihood to be “good” customers over their lifetimes and, therefore, merit investment in retention efforts.
GET YOUR COMPANY REPORT CARD
How does your organization compare to more than 4,800 organizations? Drop us a note and we will schedule a time to discuss the health or your organization.
