THE ART OF RETENTION

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%

 

technology

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

engagement

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.

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GROwth

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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Before you launch your next project, let's talk.

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