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Using predictive analytics to drive proactive intervention

Customer insights obtained through surveys are becoming an increasingly important part of how service organizations are measuring their performance and driving improvements to customer relationships, specifically via one-to-one follow up with customers who indicate significant issues.

But what about non-responders? Predictive analytics are enabling organizations to identify a set of them who, based on how they profile relative to those who did respond to a survey, are most likely to have had a negative service experience… then proactively reach out to these customers to identify and resolve any issues.

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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