B2B-client-centric-growthPredictive modeling to identify the key drivers for customer loyalty

Background

A IT services firm wanted to identify the key drivers for their customer loyalty

Solution

• Clean-up and review of existing customer satisfaction/loaylty survey
• Ordinal Logistic Regression to build stochastic model

Results

The product manager reprioritized some of the features & functionality to improve the product positioning

Customer Predictive Analytics

For a IT services company, we used predictive modeling to identify the key drivers for customer loyalty. This facilitated the decision making for marketing, sales, delivery and pricing. The predictive analytics used Ordinal Logistic Regression to create the model. We also identified how the current customer satisfaction survey isn’t comprehensive and proposed a revision.

Background

A financial services operations team wanted to establish a standard process for addressing customer complaints by implementing a complaint management system..

Solution

• Benchmark various complaint management systems
• Select apt complaint management platform
• Create consistent definitions for Complaints, Requests and Queries
• Review existing service levels for different interactions
• Create detailed complaint handling process for various scenarios of escalation
• Establish inter-departmental hand-offs & service levels (SLA)
• Data capture mechanism and reports
• Complaints data analysis routines
• Review all customer communication

Results

The product manager reprioritized some of the features & functionality to improve the product positioning.

Background

A consumer goods company wanted to understand customers’ priority over their customer requirements, by conducting a Kano Survey, to develop a product that is well positioned to meet articulated needs, unarticulated needs and differentiated from competition

Solution

• Gather customer requirements from preliminary market survey
• Design a customer survey based on ‘Kano survey’ for identifying customer prioritizes
• Administer the survey and analyze the results that groups customer requirements into 3 main buckets – Must-be, Delighter, One-dimensional

Results

The product manager reprioritized some of the features & functionality to improve the product’s positioning.

Background:

A Bank’s retail business unit wanted to evolve a customer experience strategy

Solution:

• Detailed current state assessment based on VOC, interviews, data analysis
• Core experience enhancement projects prioritization – on-boarding, contact center
• Employee up-skilling plan
• Employee empowerment
• Customer experience metrics, measurement and governance mechanisms

Results:

Up-selling, Cross-selling and Customer Retention

Background

An air conditioner manufacturer wasn’t able to increase its plant output in spite of doubling its labor and moving to three shift production. As a result, they were not able to meet the market demand for their products.

Solution

• Identification of constraints for increasing output across the plant based on data collection and Gemba audit
• Establishment of single piece flow
• Line balancing
• Automation of final product testing
• Introduction of Kanban for material supply to production line

Results

7 fold improvement plant output of air conditioners