Global Media Giant – Improving customer churn

Aim
  • This global media giant was having significant customer churn problems, and failing to meet its targets. It didn’t know why or what to do about it

Scope
  • We identified the main causes of customer churn, and recommended strategies to turn around their performance, including some fundamental changes to the customer proposition

Outcome
  • Led to changes to the customer proposition and pricing of premium products that reduced customer churn from over 15% to under 10%