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Predictive customer experience models
Companies are sitting on vast amounts of data about their consumers. This is particularly true of organisations that have an ongoing relationship with their customers, such as mobile phone contracts, insurance premiums, magazine subscriptions, energy bills or season ticket renewals.
Companies have the opportunity to leverage their existing data to build predictive models that can tell how a customer feels, whether they might churn and what drives their experience. Having this granular view at a customer level empowers subscription-based companies with the right tools to deploy targeted campaigns which will increase retention, improve customer satisfaction, lead to higher sales and a greater ROI.
Ivan Stefanov, looks at the role Touchpoint NPS (tNPS) and Relational NPS (rNPS) play in providing clients with powerful predictive models which are accurate, actionable, impactful and have guaranteed ROI.