Understanding Customer Attrition

Challenge: A local business with two locations noticed one of their locations had been experiencing a significant drop in business.

Approach: We reached out to the lost clients and gave them an opportunity to be heard through a “snack sized” survey exploring why they left and what would get them back.

Result: The business was able to re-think existing customer service policies and consider offering customer thank-you promotions to prevent additional customer attrition.