Reduce churn by better understanding its reasons, identifying at-risk customers, and activating the right loyalty levers at key moments
Principles
Customer attrition is a phenomenon common to all activities, which can be limited by activating certain levers of a relational programme. By consolidating the data of your customers, especially relational (contacts with customer service, surveys) and the evolution of engagement on the various points of contact with the brand, customers at risk can be identified. By offering personalised rewards and benefits during critical phases, a relationship programme can maximize retention.
Advantages
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Promote information retrieval
Promote information retrieval
Take advantage of interactions with your customers through the relational programme to offer surveys regularly and at key moments, and therefore measure the level of satisfaction of your customers.
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Identify at-risk customers
Identify at-risk customers
The CDP of your relationship programme allows you to set up a churn risk scoring algorithm, based on data such as the level of satisfaction, the evolution of the level of engagement, and global data such as the seniority of the relationship.
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Limit churn with adapted relational scenarios
Limit churn with adapted relational scenarios
Once the churn risk is detected, the loyalty programme is also the perfect tool to transmit to the customer, via the right channel and in an individualised way, a message and an offer to re-engage or compensate for a reason of dissatisfaction.
Features
Dedicated customer service
An expert customer service team provides assistance to your programme members, from answering questions to after-sales service related to rewards. You access real-time updated indicators via your back office to allow you to monitor the quality and responsiveness of the service.
E-shops of rewards
The Leoo platform allows you to easily manage the rewards of your programme offering you a huge selection of products (high tech, deco, gastronomy...) and experiences (leisure, culture, travel...). Integrating them seamlessly into the site and animation of your relational programme.
Marketing automation
Identify the key steps of your customers ' journey in the programme and automate the sending of personalised messages through the various communication channels: reminders, information messages, incentives to do an action, achievement of a goal, etc. By individualising messages and synchronising them with key moments, marketing automation significantly increases the engagement of your programme members.
Scoring
Benefit from the data analysis capabilities of the customer data platform integrated with the leoo platform to create scores such as: engagement score, influence score, churn probability score... These scores allow you to both manage your programme, segment your customer base, and create customer-specific animation scenarios based on their scores.
Survey
Create surveys and micro-surveys directly with the programme's back office. Broadcast them in a targeted way and through all channels: banner on your site, e-mail, text message... Collect data to qualify your audience and better understand their expectations. You can maximize the response rate by awarding points to respondents.
+10%
Customer retention rate
20%
Reactivated customers
+50%
Satisfaction of reached customers
Explore our customer stories
