22 May, 2020

The Value of Strong Customer Relationships

By |2020-05-22T08:54:02-07:00May 22nd, 2020|Categories: Customer Experience|Tags: , |

Around the world, folks are beginning to emerge from isolation protections. Many are trying to do all they can to make successful business decisions in an unknown and complicated environment. People are anxious. They feel disconnected. And businesses are facing tough decisions. The anxiety we feel about what the future holds can overwhelm us, leading [...]

17 July, 2014

The Real Cost of Customer Churn

By |2020-02-21T12:54:25-07:00July 17th, 2014|Categories: Customer Churn|Tags: |

There are several phrases commonly used to define customer churn: defection, attrition, termination. Regardless of what losing a customer is called in your company, it can be one of the most frustrating experiences for senior leaders to deal with. Customer churn can weigh on office morale, serve as an indicator of product or service issues, [...]