Transforming consumer gems into actionable strategy
Case Study 1
An online provider was facing increased service cancellations. KW Strategems was asked to uncover why members were cancelling and what proactive actions should be taken to minimize loss of business.
KW Strategems conducted a series of qualitative triads among subscribers of company X with different propensities to cancel.
KW Strategems uncovered key drivers for cancellation and then translated that into recommended marketing actions to increase customer satisfaction and to minimize cancellation. Proposed actions included recommending specific programs and language to be used in the communications for numerous segments with varying propensities to cancel. Subscriber attrition was reduced.