Case Study: a telecommunications company reduces churn and improves customer satisfaction with McKinley Marketing Partners

Telecommunications Company - Customer Case Study

A telecommunications company required assistance to increase market share and decrease customer churn by analyzing customer data to uncover new product and promotional offerings. They engaged McKinley Marketing Partners to provide a consultant with expertise in marketing analysis and product development.

McKinley Marketing Partners' consultant conducted a comprehensive analysis that identified key issues, including high churn in bundled services and inefficient billing systems. The consultant created new guidelines and requirements for restructuring product and pricing plans and worked cross-functionally to implement solutions. As a result, McKinley Marketing Partners helped significantly reduce customer churn and bill cycles. Measurable impacts included decreasing customer dissatisfaction from 70-80% to 30-35% in Phase I and achieving 90% customer satisfaction in Phase II, while a new sales script dramatically improved take rates.