Churn Reduction
Positive action to keep your customers
As customer choice increases in the telecomms sector, churn has escalated, which all too frequently means companies fail to recoup the cost of winning a customer before losing them. Generally speaking, there are three reasons customers choose to leave:
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Service experience
The customer experience you deliver fails to please: We'll design a service experience that matches the expectations of your marketplace and is aligned to your brand values. We'll also make sure it's consistently applied at every interaction, across the lifecycle.
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Product development
The quality of your product is outmatched by that of a competitor: We know you're in a constant race to stay ahead, we'll help you win by giving you direct customer feedback that will inform product development. As our knowledge of your customer base grows, will show an insight to what they like, what they don’t like, and why they’d choose a competitor’s product ahead of yours.
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Propensity to churn
All that being said, some people are simply more likely to churn than others, and there are stages in the relationship when the risk of them doing so is greatest. Predicting churn is a skill few companies understand and even fewer possess. At Vertex, we've made it a priority. We'll use advanced analytics to forecast each customers' likelihood to defect and to anticipate the triggers for their departure. Then we'll work with you to develop propositions and incentives that, when offered by our skilled sales agents at exactly the right moment, will keep your most profitable customers loyal.