The Hosting Table
Host the customers you failed hardest, and prove with a control group it paid.
The job
When a customer is failed badly, make it right personally and fast, and prove with a fair control group whether the gesture changed what they did next, so the CFO funds the recovery budget where it pays and stops where it doesn't.
The moment
At 11:00 the GM taps host them all for 312 families. By the next morning the table is full of replies (thank you, truly, we never expected that from you) while the ghost seats stay quiet. Six weeks later the ledger reads Hosted families reordered +20 points vs control (band +12 to +27): 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 dinner table of place settings that fill with replies, with control-group ghost seats and a CFO ROI ledger
What it moves
Retained revenue per $ of gesture (hosted vs control, with a band), and repeat contacts per recovered customer
Built for
- Executives & leadership
- CX leaders & VoC
- Finance
- Citizens & customers
