What we do

Customer Retention

In a world where consumer choice is growing all the time and customers are more sophisticated than ever before, holding on to and developing relationships with existing customers is more important than ever. That’s why an effective customer retention strategy is central to the success of any business.

Our research has proved that a customer receiving relevant communication within 2 weeks of a ‘lapse point’ is 80% more likely to stay with a company than a customer receiving the same communication 3 months later.

This is why we have built our ‘Lapse Prediction’ model that identifies behaviour that indicates a customer is about to lapse. By providing clients with an ‘at risk’ register, we help to maximize retention rates for probably the most important asset to your company – customers. We can even extend the service to target only those customers you want to retain - based on our complementary value based segmentation methodology.

Benefits

Right message to the right people at the right time.
Develop an understanding of what drives lapse – informs your customer proposition.
Increased revenue from reduced customer defection.
Reduced wastage in marketing communications and unnecessary offers (reduce win back campaigns to customers who have not yet churned).

Another way to retain your customer is to use one of GB's new solution U4C, which is an automated contact strategy that will deliver a bespoke communication route map for each individual customer, based on a thorough understanding of individual identity. This allows you to respond to time sensitive opportunities which are currently unexploited – identified as “perishable opportunities.” To view a web demo of GB's U4C please click here.