CASE STUDY: Analyzing customer databases to maximize targeted contactability where customer information is not given
March 25, 2019
Decision: What messaging will work best to increase satisfaction scores within our specific geographic territory?
Method: Developed custom logistic-regression based driver analysis (primary drivers and sub-drivers) designed to show how key attributes related to overall customer satisfaction scores for each geography.
Messaging ROI: Driver analysis highlighted the key areas of interest and attributes of relative importance to the client’s customers, which was then subsequently utilized in developing targeted messaging frameworks.
Competitor Benchmarking Tool: Created an internal field sales tools that allowed agents to view customer attributes and satisfaction scores against key competitors.
Training Programs: Established training documentation, curriculum, and program to ensure maximum utilization and efficacy of research.
