A wireline provider has a modest customer base of 5 million with a monthly churn rate between 2-2.5% that means an estimated 1.3m customers or

$2b in revenue is lost every year.

The revenue and profit opportunities with even modest increases in retention can be massive.

Frederick Reichheld of Bain & Company (inventor of the Net Promoter Score) points out that a 5% increase in customer retention rates will increase profits by 25% to 95%



Smart phones have made every customer a media company. Entire markets are disrupted by shortcuts that are produced by the connection economy.


In a busy marketplace, not standing out is the same as being invisible. Stand out by finding products for your customers, not customers for your products.



We're creating meaningful engagement with customers on multiple levels. The right tools, at the right time, providing the best experience possible.

Real results of great engagement practices:


True engagement comes from authentic, consistent participation across the connection channels your customers use. Use these channels as a way to communicate the truth about who you are. Listen hard. Deliver an experience that people can’t help talking about.


A large Direct Sales Support group gets a boost with a 50% increase in home installations.

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Learn More about How Advanced speech Analytics is used to increase customer retention.

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At home services are increased by 35% in just three months using this one technique.

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Giving customers more of what they want is the surest way to increase retention and growth .

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Why not make the most of your next career step?


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