About the Company
A B2C platform connecting pet owners with trusted, vetted sitters for in-home care. The company offers a user-friendly booking system and personalized care updates, making pet sitting more accessible and reliable for everyday pet owners.
“If you are a business leader who constantly finds yourself in the weeds and need to take a 10,000 foot view at your strategy and direction–especially when it comes to pricing and pricing strategies–nDexio would be the platform for you. It forces you to sit down, assess and think about your current situation, what your desired outcome is and what you need to do from a pricing perspective to get there, which can take the form of many different activities you need to do in the meantime to get you to your desired outcome…It’s like a sidekick consultant to your business to help you reach your outcomes.”
The Challenge
The company faced a rising churn rate—particularly among infrequent users—without clear visibility into why retention was declining.
- High churn, unclear drivers: More than 20% churn and limited customer feedback made it difficult to identify root causes.
- Limited team capacity: As a lean team, the company struggled to allocate time and resources toward retention-focused research.
- Discounting uncertainty: The team needed to determine when and how to use discounts or alternative incentives to retain customers without hurting margins.
What We Did
HelloAdvisr partnered with the company to develop a structured approach to understanding and addressing churn through pricing, segmentation, and customer insights.
- Retention Pricing Strategy: Identified scenarios where discounting may be appropriate—and where alternative offers could deliver equal value at lower cost.
- Segmentation & Reengagement Planning: Segmented customer cohorts based on usage behavior and designed targeted retention strategies for infrequent users.
- Customer Insight Development: Supported the team in expanding feedback loops and gathering actionable insights to inform pricing and engagement strategies.
- Operational Roadmap: Outlined clear next steps and milestones for implementing churn mitigation strategies.
Outcome
Through the engagement, our client experienced positive outcomes including:
- 📊 Clear retention strategy – Targeted pricing and engagement solutions aligned with customer behavior.
- 💡 Actionable insights – Better understanding of churn drivers and customer motivations.
- 🚀 Stronger pricing discipline – A framework to approach discounting and retention without undermining revenue goals.
Does our work align with the challenges or needs you currently face? Get in touch with the HelloAdvisr team.
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