Detecting Customer Red-Flags To Reduce Defection

Supported by consumer insights, defection can be dissected into a hierarchy of problematic customer experience elements, and even identified before-the-fact, arming organizations with a red-flag style system to detect those customers at high risk of defection. This enables early intervention to alleviate risk of a dwindling customer base.

Classifying CX Initiatives – Part Three Retention

Brand Safety – Building and Managing Consumers’ Trust in Your Brand

Empowered consumers now, more than ever, have the ability and platform to criticize brands for their perceived untrustworthiness. Furthermore, they also have visibility of brand missteps and untrustworthy behavior at a pace and scale like never before. Knowing how to manage consumers’ trust in your brand - purposefully and efficiently - has never been more important.

Classifying CX Initiatives – Part Two Competitive Parity

Shifting the focus from infrastructure to customer

Identifying customer journeys and prioritising initiatives to drive business outcomes

Optimising marketing communications by understanding drivers of airline choice

Improving retail market share through customer loyalty

Unlocking a Better Energy Future

Optimising a product launch in ethical pharmaceuticals