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Data Driven Customer Churn Prevention
Improving brand loyalty in the retail sector
Major Consumer Packaged Goods Manufacturer
Challenge
- Our client experience large percentage of customer churn.
- There was no proper metrics to determine the cause of customer churn.
- Putting a pin on common causes such as price, product availability, competition was difficult due to variety of products and market dynamics.
- Business was unable to roll out promotions and initiatives to arrest the churn since the underlying cause was unclear.
Solution
- Targeting high value brand buyers who are at the risk of Lapsing.
- Drive rule driven automation that puts consumer considerations first to effectively segment consumers against the most relevant brands.
- Interrogate model outputs to drive actionable segments for key business objectives to create addressable audiences that can be activated , measured and automated as a scalable proposition.
Technologies
Benefits
- Migrate switchers and / or at -risk lapsers to more loyal brand buyers by increasing Share of requirements and Incremental sales.
- Predictive models combined with marketing automation provides an opportunity to retain more consumers , generating incremental sales over the time.
- Better targeted and highly personalized to a moment.
- Positive sentiment, brand awareness, shared with network.