We all know it costs less to retain an existing customer than acquire a new one, but how do you identify which customers are likely to churn?
Clarity's data science team helps customers uses data from across the enterprise - including voice, geospatial and social data - to create models that score customers based on their likelihood of churning.
By feeding these scoring algorithms into customer's marketing systems, we allow them to present the offer or message that will have the best chance of keeping that person as a customer.
How do you know the which parts of your customer's journey matter the most to them? How do you improve your call center experience?
The answers don't just lie in undertaking qualitative research. You likely have the data you need to:
Clarity Insight’s ACE platform allows clients to create more personalized engagement with consumers by creating highly accurate micro-segments, developing propensity and other scoring methods, then integrating this into your marketing tools.
The solution includes:
Given that consumers are using media at every time and everywhere, getting the right message to the right person at the right time and place can increase marketing impact. Obviously, this demands a deeper understanding of consumer's media habits, as well as which messages matter where.
Clarity has helped clients leverage geospatial and time series data to create micro-segments our client's targets with specific messages or pricing. This work has resulted in performance lifts of up to 50% for some clients.
Clarity Insights has helped clients use geographic data in a wide range of customer analytics: from measuring the impact of changing health provider options on healthcare accessibility for patients, to the impact of store location on marketing
Voice data, such as recordings of calls to customer service agents, can be a source of great insight. Up until recently, however, it was difficult to analyze this data at scale. Clarity Insights has helped clients do just that using, among other things, neuro-linguistic programming, to gather insights related to customer satisfaction and experience.
Social media contains a treasure trove of data, but combining that data with existing customer files can be challenging. Clarity Insights uses sophisticated entity resolution techniques to resolve this issue, enabling more accurate customer segmentation and greater marketing personalization.
Insights can help grow your business, but only if they are implemented. And 57% of CAOs say the biggest challenge to this is culture. Clarity Insights’ change management consultants address this issue, implementing change management programs that go beyond training to look at the process, communication and incentives changes needed to change culture.