Assessing the Impact of Customer Service Strategies on Loyalty

This project evaluates the impact of customer service on customer retention and churn. In the first phase, we build a statistical model to examine drivers of customer loyalty. In the second phase, we work with customer service to evaluate the effectiveness of new customer service strategies. This project will enable the company to better predict customer retention and churn by using appropriate metrics. In addition, the company can understand the impact of alternative customer service strategies on customer loyalty and can choose the most effective one for implementation.

Faculty Supervisor:

Sandeep Arora

Student:

Thi Uyen Uyen Banh

Partner:

Bold Commerce

Discipline:

Visual arts

Sector:

Finance, insurance and business

University:

University of Manitoba

Program:

Accelerate

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