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Infidelity Rate

Intercept your customers and find out if they are looking for your competitors

Thanks to the Infidelity Rate feature, you can intercept your customers starting to search for competitors, thus anticipating your problems and helping you in managing your business portfolio.
VisionSphere Screenshot: How does the campaign overview work? Once the campaign is selected, the companies and their interest scores are displayed.

Infidelity Rate

With this feature you can:
  • Intercept real-time signals of your customers’ infidelity
  • Identify customers who are considering alternatives offered by your competitors
  • Understand the reasons that drive them to look elsewhere

Intervene in time

This way you can:
  • Anticipate any loss of customers
  • Take appropriate and timely action against customers potentially at risk
  • Improve your customer experience and customer loyalty
  • Identify in advance high customer churn rates
  • Intercept customers at risk before they move to the competition

Insight

Infedelity Rate provides you with:
  • Accurate Churn risk analysis for each customer
  • Data needed to understand the reasons for customer dissatisfaction
  • Concrete suggestions to improve your customer experience

Results

With Infedelity Rate you can:
  • Protect your Customer Portfolio
  • Increase your revenue
  • Strengthen your relationship with customers

Case Study: Zincast S.p.A.

Case Study
Zincast S.p.A.

  • Year of establishment: 1982
  • Country: Italy
  • Turnover: € 216 Mln
  • Industry: zinc die casting
  • Main goal: improve customer retention and management through continuous and proactive monitoring

Index

Scenario
Goals
Strategy

Campaign creation

Monitoring

Key benefits and results​

Conclusion

Scenario

Zincast SpA is a leading zinc die-casting company based in Italy, with production facilities also in Spain and Poland. Established in the 1980s, it manufactures zinc die-cast parts for a diverse range of industries, including automotive, household appliances, and electronics. Thanks to its ongoing commitment to research and development, coupled with the high quality of its products, Zincast has earned a robust reputation in both European and international markets.
As its customer base expands and the industry becomes increasingly competitive, Zincast has committed to investing in continuous monitoring of its current customers. This initiative aims to quickly identify any interest in competitors’ offerings, enabling Zincast to intervene promptly and reinforce business relationships before opportunities are lost.
To support this objective, Zincast has implemented VisionSphere’s Infidelity Rate function. This powerful tool provides real-time monitoring of customer activities, alerting Zincast the moment a customer begins searching online for alternatives. With this information, Zincast can proactively engage with customers, addressing their needs and concerns to maintain and strengthen commercial ties.

Goals

Zincast has clearly defined its objectives to enhance customer retention and management strategies:
  1. Continuous Monitoring: Engage in constant monitoring of customer activities to quickly detect any signs that they are considering a change of supplier.

  2. Deep Understanding: Gain insights into why customers might be looking at alternatives to Zincast’s zinc die-cast parts.

  3. Preventative Strategies: Develop and implement proactive strategies to maintain and strengthen customer loyalty, as well as improve their overall experience with Zincast.
With these objectives set, Zincast is now focused on devising a targeted strategy to leverage VisionSphere’s Infidelity Rate function effectively.

Strategy

To achieve its objectives, Zincast undertook a systematic approach by categorizing its current customers into lists based on their country of operation as follows:
  • Italy: 36 customers
  • Poland: 23 customers
  • Spain: 19 customers
  • United Kingdom: 29 customers
  • Portugal: 16 customers
Following the segmentation of its customer base, Zincast identified all key competitors in these regions that offer similar products and services. After thorough research and data collection on these competitors, the company has pinpointed the following key players:
  • Italy: ItalyCast Srl, ZincTech Solutions
  • Spain: Iberian Zinc Alloys, Espana ZDC
  • United Kingdom: B Zinc Ltd, UK Zinc Foundry
  • Poland: Polska ZincoTech, Warsaw Zinc Alloys
  • Portugal: Lusitano Zinc Foundry
These lists were meticulously prepared in advance to fully utilize VisionSphere’s capabilities, which involve constant monitoring of relevant companies to detect all pertinent online searches. This enables the Infidelity Rate function to capture any customer inquiries related to competitors or their products effectively.
With these preparations in place, Zincast now possesses all the necessary information to initiate Infidelity Rate campaigns on VisionSphere successfully.

Campaign creation

Leveraging the user-friendly interface of VisionSphere and the detailed customer and competitor information gathered by Zincast, setting up marketing campaigns has been both intuitive and straightforward. Specifically, Zincast crafted five tailored campaigns, one for each country where it operates, named as follows:
  • Infidelity Rate – Italy
  • Infidelity Rate – United Kingdom
  • Infidelity Rate – Poland
  • Infidelity Rate – Portugal
  • Infidelity Rate – Spain
During the campaign setup, Zincast meticulously included vital information such as the target country and languages, a concise business description, and its unique selling points relative to the competition. To enhance the effectiveness of these campaigns, Zincast incorporated a comprehensive list of keywords into each one, based on the products and competitors relevant to that market.
This strategy includes not only the names of direct competitors but also variations thereof, ensuring comprehensive coverage across all relevant searches, whether domestic or international. This method is designed to capture any interest shown by customers in competitors, even those previously unidentified as potential threats.
With this groundwork in place, Zincast then added all current customers within the respective countries to each campaign, setting the stage for VisionSphere to begin its monitoring operations effectively.

Monitoring

Since the initiation of its targeted campaigns, VisionSphere has been continuously monitoring all online searches conducted by Zincast’s client companies—from both their headquarters and various factory locations.
These campaigns have been actively maintained for over a year, with periodic updates that include new customers and emerging competitors. Through VisionSphere’s daily monitoring, Zincast has amassed a significant volume of data, which has been instrumental in launching proactive strategies to engage with customers preemptively, thus preventing potential collaborations with competitors.
We now aim to delve into the data harvested from these five campaigns over the past year to understand how Zincast has evaluated, interpreted, and leveraged this information to proactively adjust its strategies toward its customer base.
The table below presents a detailed view of the customer searches tracked by VisionSphere, highlighting key insights such as the originating locations of the searches, the specific time periods when they occurred, and the frequency of searches related to particular keywords.
CampaignCustomerPlant from which the research was made outKeywordsCompetitorFirst day of researchSearch frequency
United KingdomAHeadquarterb zinc ltd case studyB Zinc Ltd03-aprMedium
uk zinc foundry micropartsUK Zinc Foundry05-aprLow
SpainBHeadquarter, Plant Madridiberian zinc bisagras de ventanaIberian Zinc Alloys18-febMedium
espana zdc contadoEspana ZDC03-giuMedium
ItalyCHeadquarter, Plant GenovaitalycastItalyCast Srl03-giuMedium
zinc tech solutions componenti elettrodomesticiZincTech Solutions02-giuHigh
zinctech solutions linkedinZincTech Solutions03-giuMedium
PolandDHeadquarterpolska zinco techPolska ZincoTech29-lugMedium
warsaw zinc alloysWarsaw Zinc Alloys29-marLow
warsaw zincWarsaw Zinc Alloys29-marLow
It is important to note the extensive utility of the data provided by VisionSphere. The software goes beyond merely intercepting specific keywords; it also captures all related variations and associated terms. This comprehensive approach offers a precise reflection of the customer’s needs, transforming a simple online search into a thorough commercial investigation.
Armed with these detailed insights, Zincast has been able to develop customized strategies for each customer, enabling timely interventions before potential opportunities are lost.

Strategy implementation

Through the Infidelity Rate campaigns, Zincast has been effectively monitoring its customers’ search activities for competitors right from the onset. The daily monitoring by VisionSphere has enabled the collection of substantial data, which has been crucial for analyzing the motivations behind these searches and for crafting targeted strategies tailored to each customer showing interest in competitors.
Let’s explore in detail the strategies Zincast implemented for several of its customers who showed interest in the competition.

Customer A - United Kingdom

  • Collaborating since: 5 years
  • Searched keywords: britannia zinc ltd case study, uk zinc foundry microparts
  • Competitors: Britannia Zinc Ltd, UK Zinc Foundry

Strategy

  1. Webinar Invitation: Zincast proactively invited Customer A via email to participate in the webinar titled “Zinc Die Casting: Microparts.” The invitation highlighted the strategic importance of the event and outlined the benefits specifically relevant to Customer A.

  2. Webinar Execution: The webinar focused on the advantages of zinc die-cast micro components. The primary goal was to update Customer A on the latest industry innovations and demonstrate Zincast’s expertise in producing high-precision, small-sized components through advanced die-casting techniques.

  3. Follow-Up Communication: After the webinar, Zincast initiated a telephone conversation to discuss the webinar’s contents in more detail, gather feedback, and better understand Customer A’s specific needs. This step was crucial in reinforcing the relationship and addressing any concerns raised by the customer.

Customer B - Spain

  • Collaborating since: 7 years
  • Searched keywords: espana zdc bisagras de ventana, espana zdc contado
  • Competitors: Iberian Zinc Alloys, Espana ZDC, HispanoCast

Strategy

  1. Technical Presentation: Zincast arranged a sales visit to Client B’s premises to demonstrate the latest advancements in die casting technologies, with a focus on solutions for windows and doors. This presentation was tailored to showcase how Zincast’s technology could meet and exceed the specific needs of Client B.

  2. Case Study Sharing: During the presentation, Zincast shared specific case studies illustrating instances where their zinc die-cast components had outperformed those of competitors. These examples highlighted the direct benefits to Client B, emphasizing the superior quality and performance of Zincast’s offerings.

  3. Dedicated Engineering Meeting: A dedicated meeting was scheduled with Client B’s engineering team to further discuss their specific requirements. The aim was to collaborate closely to develop customized solutions that not only meet but surpass the capabilities of offerings from competitors.

Customer D - Poland

  • Collaborating since: 3 years
  • Searched keywords: polska zinco tech, warsaw zinc alloys, warsaw zinc
  • Competitors: Polska ZincoTech, Warsaw Zinc Alloys

Strategy

  1. Competitive Comparison Session: Zincast organized a session to directly compare its solutions against those of competitors, clearly demonstrating the superior advantages of its products. This session aimed to transparently showcase the benefits in terms of performance, reliability, and innovation.

  2. Production Center Visit: Customer D’s representatives were invited to Zincast’s new production center in Poland. This visit allowed them to witness firsthand the advanced die casting processes employed by Zincast, enhancing their understanding of the operational excellence and technological advancements.

  3. Benchmarking Report: Zincast provided Customer D with a comprehensive benchmarking report that detailed the strengths of Zincast’s solutions compared to those of competitors. The report emphasized the advantages in durability, quality, and cost-efficiency, reinforcing the value proposition offered by Zincast.
In the initial months following the implementation of these strategies, Zincast observed significant results that underscored the effectiveness of the VisionSphere’s Infidelity Rate campaigns. Customers in the UK, Spain, and Poland have acknowledged the superior value of Zincast’s manufacturing processes and products, leading to renewed confidence and commitments to future collaborations.

Key benefits and results

Real Benefits of the Infidelity Rate Function as Experienced by Zincast:
  • Proactive Identification of At-Risk Customers: The ability to detect searches for competitors from the outset has given Zincast the necessary lead time to develop tailored strategies. This proactive approach ensures they clearly understand and meet customer needs, intervening effectively before any potential collaborations with competitors could begin.

  • Customized Retention Strategies: VisionSphere’s timely monitoring allows Zincast to personalize its approach for each customer based on their specific search behaviors. This responsiveness ensures that strategies are highly relevant and effectively address the unique concerns and interests of each customer.

  • Enhanced Customer Experience: Proactive measures extend beyond mere retention, significantly enhancing the overall customer experience. Immediate and personalized responses foster stronger business relationships, making customers feel valued and supported, thus minimizing the risk of customer turnover.

  • Detailed Analytics and Continuous Feedback: The comprehensive data and insights provided by VisionSphere equip Zincast with a deep understanding of customer online behaviors. This information is crucial not only for implementing immediate responsive strategies but also for formulating long-term plans that continually improve customer relationships and sustain Zincast’s competitive edge in the market.

Conclusion

The adoption of VisionSphere’s Infidelity Rate feature marks a significant advancement in Zincast’s customer management and retention efforts. This innovative tool has enabled Zincast to not only swiftly identify customers considering a change in suppliers through their search behaviors but also to craft tailored strategies that reinforce and enhance commercial relationships. As a result, Zincast has strengthened its position in the market, ensuring continued loyalty and satisfaction among its customer base.

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