To conclude our series of posts on how to reduce churn, we round out our last post on the third pillar: Closed Loop Feedback. We’ve already discussed the first two pillars – real-time insights and frontline transformation, if you missed those posts, check those out here and here!

Including a service recovery action as part of a customer experience program creates an opportunity to save customers who have been identified as at-risk of leaving

What is a Service Recovery Program?

This type of program reduces churn by resolving problems and making customers feel valued. When contacting customers remember the following:

  • Not all outstanding customer problems can be corrected with a call back
  • To determine what circumstances a customer should receive a call back consider these steps:
    1. Analyze a large sample of customer comments
    2. Determine which keywords or themes are associated with negative comments
    3. Filter keywords or themes based on which are resolvable with a call back and which are not
    4. Create alerting triggers based on resolvable keywords or themes

Want to learn more? Read about how one of our clients is savings millions a year by calling customers back here.