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.
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