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Home Case Study: Small Business

Understanding consumer attrition

  • Challenge
  • Approach
  • Result

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.

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