Tag: churn reduction
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Industry Answers: we undertook an analysis of customer service mistakes that phone companies make – key culprits of increasing churn and reduced loyalty
The Impact of Strategic Mistakes While the modern mobile phone industry has been active and growing for over twenty years, looking at the level of customer service and satisfaction, there is a sense that something is missing in board room discussions. Something is not being properly passed up to senior leadership, or senior executives have…
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We undertook a critical analysis of the Netflix big data case study – conclusion: Big data is not always a big solution – is that a big surprise?
Questions 1. What are some case studies which can demonstrate the positive potential of data analytics on reducing subscription churn? 2. What are some risks to consider regarding the application of data analytics to customer understanding customer preferences? 3. What are priorities for consideration (organization-wide) in implementing customer analytics? Turnaround Time 9 days (average…