Apply

Challenge

A telecom client wanted to increase loyalty and reduce churn of its customer base

  • ‘gamification’ and outside expertise to develop approach

Our Approach

  • Conduct an analysis of current growth and churn of customer base to understand which actions/ scenarios lead to highest churn​
  • Conduct workshops with customer to identify what are key drivers of revenue generation (e.g. customers that call a large selection of phone numbers are those most likely to upgrade mobile subscription)​
  • Turn identified drivers into measurable actions and KPIs​
  • Develop ‘gamification’ approach based around encouraging identified actions (e.g. 100 pts. if >8 different numbers called in a month)​
  • Pilot approach​
  • Roll-out to whole customer base​

Results

Initial results show strong revenue increase for customers engaged in loyalty program