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“Acquiring a new customer can cost up to 5 times more than retaining a current customer and a 2% increase in customer retention can have the same effect on profits as cutting costs by 10%.” Think about it. Is your organization actively engaged on the front lines? Are you actively involved in satisfying customers? Or are you turning your last remaining customers away with poor service experience? This article talks about why it is important to consider the various moments of truth a customer encounters and how to get “high grades” on a customer’s report card.