Weight Watchers Improves Retention, Without Damaging Customer Satisfaction
100%
Client satisfaction
16%
Retention rate improvement
Global market leader in weight control, personal support and family nutritional rebalancing wanted to help its members complete their goals by keeping them engaged in their programs for longer.
The Challenge
Weight Watchers wanted to reduce customer service cancellation numbers, without impacting brand perception or CX.
Our Solution
Aiming to increase customer retention without damaging customer satisfaction, we identified agent population quartiles and adapted retention-focused training to fit each group. The training was reinforced by joint agent/client double-jacking sessions to mentor agents and with role-play coaching sessions. Within one month,the customer success agent group had doubled the retention rate without impacting on AHT or quality KPIs.
Share on
This website stores cookies on your computer.
This website stores cookies on your computer. These cookies are used to collect information about how you interact with our website and allow us to remember you. We use this information in order to improve and customize your browsing experience and for analytics and metrics about our visitors both on this website and other media. To find out more about the cookies we use, see our Privacy Policy.
If you decline, your information won’t be tracked when you visit this website. A single cookie will be used in your browser to remember your preference not to be tracked.