Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Perhaps you should. Because they are key to positive customer experiences. And they fuel customer success and customer retention. Here’s why. According to Gallup, employee engagement focuses on the value of perceived, and measured, employee-centric… [Continue Reading]
Are Your Engaged Employees Relentlessly Curious Employees?
3 Easy Ways to increase Customer Churn Rates!
Do you know the 3 easiest ways to increase customer churn rates? The first way: Infrequent or non-existent customer contact. The second way: Poor follow-through when resolving issues. And, drum roll please, the third way: Disconnected customer churn prevention activities. Seriously, the fact that I am writing this post attests to the existence of a… [Continue Reading]
Ignoring Customer Retention Benefits can become Costly
Are you ignoring customer retention benefits? They positively impact the profitability of your organization. If the focus is on rate of customer churn instead of today’s version of digital customer retention, chances are your organization is playing defense instead of offense. Join me on June 14 at 11 am ET for a BrightTALK webinar on… [Continue Reading]
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