Holiday Clean Slate
Settle small, likely-justified disputes before holidays with a greeting, and prove it paid.
The job
Use the tradition of settling accounts before the holidays to close small, likely-justified disputes in approved batches, and prove with a random control group that the waivers cost less than the handling they prevent.
The moment
Holiday eve, on the wall: each approved batch drops greeting cards onto a growing stack, and the ledger ticks to $39,900 returned to 1,140 customers. In holiday week the control stack beside it keeps calling. The final card reads 212 replied with good wishes for the team; recontact 4% against 31% in the control group; the waivers cost less than the calls they prevented, and it goes to the board as the organisation's holiday card to its customers.
What it does
- Build the slate
- Start a batch for approval
- Approve the waiver batch
- Waive or refund and greet
- Adopt an auto-waive rule
- Send the holiday card to the board
What you see
A holiday card run: batches dealt as greeting cards with a control stack beside them, a CFO approval form, a live mercy-ledger wall on holiday eve, and a board-ready holiday card (PDF link)
What it moves
Payback ratio: handling and escalation cost prevented (treated against a control group) divided by dollars waived per cycle. Also recontact within 14 days by group, and the cumulative monthly clean-slate ledger in dollars.
Built for
- Finance
- Compliance, complaints & legal
- CX leaders & VoC
- Contact-centre operations
