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Why Benchmarking is Vital for Your Account Retention Strategy

In order to ensure that the focus of your entire organization is on prioritizing the happiness of the clients, customers, or patients you provide products and services to you need a consistent way to measure and track that level of commitment. Regardless of the economic environment that an organization faces there is a basic fact…

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Don’t Lose Customers – Gain Understanding!

Although most businesses incorporate an assumed churn rate, (however small), in the final version of their annual operating budget, no business wants to lose its customers.  Regardless of how a business forecasts its expected churn rate, how customer account departures are regularly managed is often overlooked as a key element of the success of any enterprise.  In fact,…

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Is a Customer Experience Initiative the Same As Having a Customer Centered Culture?

Currently one would be hard-pressed to open their work-related email box, and/or LinkedIn feed and not see multiple offerings to evaluate a demo for technology platforms in support of Customer Experience initiatives.   Many of these programs are based upon the configuration and installation of a software platform which provides for customer journey mapping, recurring surveying of…

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