ClearAction is a customer experience consulting firm specializing in mentoring executives for customer-focused innovation, business process improvement and customer relationship skill development. ClearAction emphasizes customer hassle prevention for greater results in customer retention and profitability. See www.ClearAction.biz
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ClearAction is a customer experience consulting firm specializing in mentoring executives for customer-focused innovation, business process improvement and customer relationship skill development. ClearAction emphasizes customer hassle prevention for greater results in customer retention and profitability. See www.ClearAction.biz
Improve Customer Experience by Reaching Out to At-Risk Customers
Improving Customer Experience
3 minutes
15 years ago
Improve Customer Experience by Reaching Out to At-Risk Customers
Over-focus on customer acquisition teaches customers to switch brands. For example, the brand switching rate, called customer churn, is 40% for the mobile phone industry, compared to a 7% customer churn rate for the insurance and financial services industries. Some good advice is to quit training your customers to switch – get off the churn bandwagon. Example from Orange / France Telecom. From the blog Customer Experience Optimization: at http://customerexperience.vox.com (3:06).
Improving Customer Experience
ClearAction is a customer experience consulting firm specializing in mentoring executives for customer-focused innovation, business process improvement and customer relationship skill development. ClearAction emphasizes customer hassle prevention for greater results in customer retention and profitability. See www.ClearAction.biz
