Recognize the signals
Think retention is just a customer service problem? You’re wrong – retention is everyone’s problem. If you wait until they call to complain, it’s already too late to save the experience.
Even the best customers are going to get frustrated, or need service – and when they do, you need to recognize it, and adapt FAST. You can’t solve problems you don’t know about – and there’s nothing worse than using the wrong approach with an angry customer.
With Pega Marketing, you’ll become an expert in customer context – understanding what they need and when they need it. And you’ll empower employees – and customers – to take the next best action to keep the relationship strong and generate increased lifetime value.
Resolve problems in real time
Once you recognize the problem, you’ve got to adapt and resolve it right now – delays will cost you customers, and customers only respect results. Half measures won’t do.
It doesn’t matter what they need – service, support, sentiment, or sardines – you need to find it and deliver on your promises – within a budget that makes sense for that customer. If you miss the mark, they’re going to leave – and head straight to your competitors. Or you’ll overspend and waste money to keep a customer you don’t really want.
With Pega’s Next Best Action, you’ll know exactly what each customer needs, and how they need to receive it. Forget 'satisfying' experiences. Think sublime.
We’ve launched in the call center with a Next Best Action approach – the result was $140 million in incremental revenue, in the 1st year.
Retain your customers…and your profits
'Saving' a customer isn’t enough – that’s the old way of thinking, and it’s broken. Success is about retaining profits – not just customers - and boosting your bottom line.
Customers aren’t all created equal – retaining one should be a strategic choice. It doesn’t help the company if you’re discounting 50% of your profits away on low-value relationships.
You need to find the sweet spot – the perfect mix of products, pricing, and terms that gives everyone the best deal. It’s a delicate balance – what they need versus what you’re willing to give.
With Pega’s Next Best Action Advisor, AI will help you customize offers, bundles, and packages for every unique individual – keeping them happy, but never leaving money on the table.