Customer Retention

A top ten national bank grew concerned over a steady, unacceptable rate of customer attrition.  After failing to make major improvements through traditional communications and standard surveys we were asked to bring a fresh approach to solving the problem.  We used “Laddering” (See Techniques for description of Laddering.) to uncover the root causes of the attrition and in a follow up study tested a Retention Protocol that when launched, resulted in 20% improvement in customer attrition.

Comments are closed.