The Hosting Table
Make it right with the customers you failed hardest, and prove with a control group that it paid.
The job
Makes things right, personally and fast, when a customer is failed badly, and proves with a fair comparison group whether the gesture changed what they did next, so the CFO funds recovery where it pays and stops where it doesn't.
The moment
Customers the business failed badly are shown as place settings at a table. At 11:00 the general manager chooses to make it right with all 312 affected families at once.
By the next morning the table is full of replies, such as "thank you, truly". The seats for a comparison group, who got no gesture, stay quiet.
Six weeks later, hosted families have reordered 20 points more than the comparison group, within a likely range of 12 to 27 points.
In this example, every $1 of credit returned $3.4.
What it does
- Seat guests and control group
- Host them all
- Open a plate's story
- Read reorders
- Send "fix, don't host" to the owner
What you see
A table of place settings that fill with replies, with comparison-group seats and a CFO ROI ledger
What it moves
Revenue kept per dollar spent on gestures (hosted customers compared with a comparison group, with a likely range), and repeat contacts per recovered customer.
Built for
- Executives & leadership
- CX leaders & VoC
- Finance
- Citizens & customers
