Retaining your customers

Turn every piece of customer feedback into a reason to come back

Wizville centralises satisfaction signals, identifies recurring irritants and helps your teams step in at the right time, in the right place.

See the platform in action Assess my listening set-up

One customer, two retailers, four years of shopping experience Quarterly spend by the same customer at two competing brands Illustrative example

One customer, two retailers, four years of shopping experience
Marker	The brand that advises	The nearest brand, no advice
0	0	100
1	15	95
2	55	80
3	95	60
4	130	45
5	160	35
6	185	28
7	205	24
8	220	20
9	235	18
10	245	16
11	255	15
12	262	14
13	268	13
14	272	12
15	275	12

The brand that advises The nearest brand, no advice The green area: the extra spend captured by the brand that advises

What tipped the balance Useful advice on the first visit = more visits, bigger baskets, and the retailer next door reduced to top-up purchases.

Our solutions

Attract
Convert
Retain

They make customer listening a reason to stay

The challenge

Retention is the first return on investment of customer satisfaction

Retaining a customer costs 5x less than winning a new one.
Hence the importance of a customer satisfaction policy that doesn't stop at acquisition alone, but continuously measures and improves the experience of its customers

Retaining costs less

An established relationship takes less effort to maintain than a new customer takes to win. Every avoidable departure therefore directly erodes profitability.

Unhappy customers leave without making waves

Not every disappointed customer complains. Many simply space out their visits, buy less, then choose another retailer.

An unaddressed irritant always ends up repeating itself

What disappointed one customer today will disappoint others tomorrow. Until the cause is identified and fixed, every new interaction carries the same risk of losing the customer.

Measure, understand and act: turning satisfaction into loyalty

A great experience without recovery lets disappointed customers walk away, recovery without measurement never fixes the cause, and measurement without an improvement process only produces reports.

Deliver a memorable experience

Keep the promise on every visit, and take care of the moments that stand out: that is what the customer remembers when deciding whether to come back.

Win back disappointed customers

A problem handled quickly and well can strengthen the relationship; a problem ignored ends it. But you still have to spot the customer in time.

Measure across the whole journey

Surveys, public reviews, product reviews, complaints, verbatims: only by bringing the signals together can you see what really weighs.

Commit to continuous improvement

Share what works, fix what's stuck, check the effect. Loyalty is a rhythm, not a project.

01 — Experience

Create a memorable experience

Loyalty is won in the moments that stand out: the right advice, a problem solved without fuss. Wizville reveals these successes and these breakdowns, site by site.

The moments that stand out, identified

Welcome, advice, pick-up, delivery, after-sales: they don't all carry the same weight in the customer's memory.

The promise kept, visit after visit

Consistency matters more than the occasional feat: it is irregularity that breeds doubt.

The gestures that make the difference

What your teams do over and above is spotted in the verbatims, named, then passed on to the rest of the network.

What spoils the memory

Waiting, the broken promise, the badly handled incident: these are what stick in the mind, not the details of the price.

Verbatim — customer who came back three times this year

“The sales assistant remembered my project, she had set aside what I needed. I won't go anywhere else.”

Rennes Sud store · post-visit survey · 2 days ago

Topics detected

Quality of advice Positif

Customer recognised Positif

Product availability Positif

WizAI summary · what stays with your customers

Among customers who come back: personalised advice and being recognised are the two most cited topics, ahead of price. Illustrative example.

02 - Recovery, step by step

Win back unhappy customers

Typical process. The alert is not enough: a manager must get back in touch with the customer, then check whether they come back.

Step 01 The signal is detected A low score, a negative verbatim, a public review, a complaint: the reason arrives with its context, not just as a number.
Step 02 An owner is named Not a department: a person, who sees the request in their list and knows what is expected of them.
Step 03 The customer is called back You listen, you explain, you repair what can be repaired. Getting back in touch often counts as much as the solution itself.
Step 04 The cause is fixed If the reason keeps coming back, it becomes an organisational matter — not a string of individual recoveries that repeat themselves.
Step 05 Re-engagement is verified You check whether the customer came back, and whether the topic has stopped surfacing at that site. Without this step, the loop isn't closed.

One customer, every signal they left behind Same customer · 14-month relationship · 4 channels Illustrative example

March

In-store purchase Transaction First purchase, no feedback requested at the time.

March + 3 days

After the purchase Post-purchase survey “Very well advised, they took the time to understand what I was looking for.” 9 / 10

June

In use Product review “The product holds up well over time, but the instructions are incomprehensible.” 4 / 5

September

After an incident Customer service request “Three follow-ups to get a part replaced under warranty.” To handle

For 5 months

Nothing No feedback, no visit Silence is not satisfaction: it is often the last signal before the customer leaves.

What Wizville reads in this sequence A successful experience, a product irritant, a badly handled request, then nothing. This customer's average is still good — their relationship is not.

Wizville brings these signals together into a coherent reading of the relationship, at the level of a single customer as well as a whole site. Illustrative example.

What the verbatims say, topic by topic Network · last 30 days · illustrative example

Feedback gathered

Topics and sentiment

Priorities by site

Waiting time Négatif

Reachability Négatif

Product availability Neutre

Follow-up after service Négatif

Welcome Positif

Quality of advice Positif

Cleanliness Neutre

Goodwill gesture seen as fair Positif

Illustrative example. Topics are proposed by the analysis; the final call stays with your teams.

03 — Measure

Analyse what really matters

NPS and the average score signal a problem, but without revealing its cause. WizAI analyses verbatims, themes and their sentiment to identify what needs fixing.

NPS triggers the analysis, the alerts and tracking over time. It indicates a level, but explains neither the cause nor the action to take.

NPS as the entry point

It opens the enquiry, it doesn't replace it: an identical score can cover two opposite situations.

Verbatims analysed, not counted

Topics and sentiment extracted automatically, then made readable for the team concerned.

Emerging topics and weak signals

What is slowly rising, before it shows up in footfall or in cancellations.

Local or network-wide

A topic concentrated on three sites isn't handled like a topic present everywhere.

WizAI

The assistant that says where to look, and who to hand the action to

WizAI summarises the lessons, highlights the probable causes, identifies the sites concerned and recommends which topics to handle first. Above all, it avoids the most common pitfall of loyalty management: a pile-up of indicators in which nobody knows what to do tomorrow morning.

Topics ranked by risk
Sites concerned
Actions to assign

What is weakening the relationship most right now? Illustrative example

1 Handle appointment changes high loyalty impact

Few customers affected, but they frequently give up when it happens. A process issue: to be decided at network level.

2 Call back customers left without a reply loop to close

Some negative feedback still has no designated owner. WizAI groups it by site and by manager.

Which irritants drive the most customers away? Which sites are slipping? What changed after the action?

Ask WizAI a question…

03 — Measure

What loyalty changes in your sales

A loyal customer doesn't just come back: they come back more often, spend more over time and stay longer. Wizville sets your experience results against these indicators, site by site, to show where the relationship creates value and where it loses it.

Where loyalty shows in your figures

The cost of acquisition × 5 à × 25 Acquiring a new customer costs 5 to 25 times more than keeping an existing one, depending on the sector. Every customer retained is therefore growth obtained at a cost acquisition cannot match. Order of magnitude published by the Harvard Business Review, based on the work of Frederick Reichheld (Bain & Company).

Repeat purchase to increase

Purchase frequency Good

Basket over time to increase

Customer lifetime to increase

Churn and cancellations to reduce

What Wizville brings together Your satisfaction results, topic by topic, set against your sales data, site by site, population by population, period by period.

Wizville identifies relationships and determining factors; it doesn't attribute a sale to a single review. Your network's figures plug into these same indicators.

04 — Continuous improvement

Commit to continuous improvement

Loyalty isn't decreed at head office: it is built experience after experience, at every site. A local success is only worth something if it travels. This is the cycle that moves the whole network forward, and that eventually shows in sales.

The outcome Collective progress

One site improves

You understand why

The practice is written down

Tested on comparable sites

Shared with the network

The network improves

What keeps the loop going

Peer comparisons Tailored targets Progress tracked

Industries

Adapt retention to each customer relationship

Staying doesn't mean the same thing everywhere: the moment of truth, the drop-off signal and the gesture that saves the relationship change from one business to the next.