Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Using churn to improve the customer experience

According to Denise Graziano, founder of Graziano Associates, business owners, department heads and C-Level executives have a duty to create a customer experience and atmosphere that clients do not want to leave for any reason. When customers view a vendor as an ally, partner and problem solver, they will be more inclined to stay regardless of price or other incentives.

So why are some companies choosing to accept churn rates as a fact of business when they should be using this information as a guide to keep customers? According to a 2013 study by Accenture, 81% of customers that switched to different providers say companies could have done something to prevent them from switching. And 72% of those people said that if their issue was resolved in the first contact, it would have influenced them positively. US customers also have a 51% greater expectation of special treatment for being a good customer.

"Companies must do more to keep their customers happy for their future success. For example, corporations should take advantage of all the digital tools available to connect with their clients, gauge their satisfaction, and resolve issues quickly," said Graziano.

There are resources for sales, customer service and client retention training. These solutions will help create business practices to reduce churn rates. But Graziano created the Client Relationship Mastery client retention formula as a guide to help clients retain their own valued customers.

Whether B2B or B2C, the business landscape is more competitive than ever. Clients do not owe anyone their loyalty; businesses must continually earn it.

"When someone decides to stay with a vendor or partner, it is usually when a) they feel understood, b) when their problems are solved, and c) their goals and challenges are anticipated on an ongoing basis. This is the behavior of an ally, not a salesperson," concluded Graziano.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)