Goodwill FX
The live exchange rate between goodwill spent and customers who come back.
The job
Measures which recovery gesture actually brings customers back for each type of failure, proves it with a live experiment, publishes it as an exchange rate, and gives the best-value gesture to every agent and bot.
The moment
A board, styled like an airport currency exchange, shows how many customers each recovery gesture brings back for the money spent, for each type of failure.
For cold orders, a live experiment tests replacing the $10 voucher with an apology call.
The experiment settles: the share of customers coming back held steady, while voucher spend fell 30%.
In front of the CFO, the result changes from a pattern in the data to a proven effect. The CFO asks to see it every Monday.
What it does
- Start a short gesture test (randomised control group)
- Publish the recovery policy
- Set a monthly budget per gesture
- Send no-winner failures to the fix queue
- Drill a rate
What you see
Airport bureau-de-change split-flap board with an experiment ticker, plus a pocket rate card for agents
What it moves
Customers kept per $100 of goodwill, and total goodwill spend in dollars (or compensation as a percentage of gross merchandise value, where relevant).
Built for
- Contact-centre operations
- Finance
