Every month this company received emails or faxes from customers cancelling their memberships.  The administration team was duly doing what their customers asked for, but no one was asking why.

We designed exit interviews for them, and trained up a suitable team of people to proactively contact these customers before their month’s notice was up.  However, we did not contact every customer.  Using customer intelligence, we were able to determine which customers would be top of the priority list to contact.

Not only did the company benefit from new insights concerning why customers were leaving, but they also benefited from retention rates that far outstripped the cost of the team established to retain these customers who would otherwise have been “lost”.