Holiday Clean Slate
Settle small, likely-justified disputes before holidays with a greeting, and prove it paid.
The job
Uses the tradition of settling accounts before the holidays to close small, likely-justified disputes in approved batches. A random control group proves the waivers cost less than the handling they prevent.
The moment
On holiday eve, a wall shows small, likely-justified customer disputes being settled in approved batches, each batch sent as greeting cards. The total reaches $39,900 returned to 1,140 customers.
Beside it sits a random control group whose disputes were not settled. In holiday week, those customers keep calling.
The final card shows 212 customers replied with good wishes for the team. Only 4% got back in touch, against 31% in the control group, so the waivers cost less than the calls they prevented.
The results go to the board as a one-page summary.
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 running waiver ledger on holiday eve, and a board-ready summary (PDF link)
What it moves
The payback: handling and escalation costs prevented, compared with a control group, divided by dollars waived each round. Also repeat contact within 14 days for each group, and the running monthly total of dollars waived.
Built for
- Finance
- Compliance, complaints & legal
- CX leaders & VoC
- Contact-centre operations
