Bringing Attention to Weak Points in Customer Lifecycle
Want to keep your customers coming back and save money at the same time?
A growing franchise business wanted to decrease the money they spent replacing lost customers ($800 for each lost customer) and increase customer word-of-mouth.
Solution
Customers That Click mapped out the entire customer process in order to look at the customer experience at every point. This exercise uncovered two unnecessary communication touch points and two touch points where the customer was not supported enough. Attrition (customers leaving) peaked at these touch points. We shifted attention to focus on all aspects of these touch points and developed a plan to handle the customer when the warning signs of attrition were evident.
Also, a clear link between employee retention and customer retention was established, so a plan was developed to deepen employee engagement. And lastly, a strategy to deepen customer relationships and grow word-of-mouth was implemented.
Result
The attrition rate was lowered by as much as 50% within months, saving them $14,000 annually (in the cost of marketing efforts to replace lost customers). Also the customer word-of-mouth plan gained at least 20% participation from customers.
