ChurnInsight

Transcript

1. UNDERSTANDING  CUSTOMER  CHURN  FOR  A   SUBSCRIPTION  E-­COMMERCE  COMPANY What  actionable  signals  can  be  identified? Andres  J.  Garcia Insight  Data  Science  Fellow
2. • The company only partially understands customer churn • Success  would  be  deliverable  actionable  insight  on   retaining  customers  for  the  company  to  act  on THE PROBLEM AND DELIVERABLE
3. • Customer  demographics • Chocolate  preferences • Subscription  settings • Chocolate  deliveries • Chocolate  ratings 3 DATA  AND  WORKFLOW
4. 4 RECENT  RATINGS  ARE  A  PROMISING  SIGNAL  FOR  CHURN
5. 5 HIGHER  RATING  ENGAGEMENT  IS  HIGH  VALUE  FOR   UNDERSTANDING  CHURN
6. 6 THE  COMPANY  CAN  RETARGET  ADVERTISING  SPEND
7. 7 INSIGHTS  AND  ACTIONS Recent  rating  impact  on   churn 60%  customers  are  missing   ratings Geographic  variation  in   churn New  websites  feature  for   automated  notification  on   low  ratings New  website  features  to   drive  rating  engagement Targeted  ad  spend
8. • B.S.  Computer  Science,  University  of  Florida • PhD  in  Medical  Geography,  University  of  Florida • Disease  surveillance  at  the  Bill  and  Melinda  Gates  Foundation • Predictive  algorithms  of  migration • Geo-­statistical  mapping  of  diseases • Individual  based  simulations • R,  Python,  SQL,  C++/C 8 ABOUT  ME