The Cost Of Turnover Is Throat Punching Your Bottom Line

Monday, June 26, 2017 Employee Turnover

cost of turnover

We’re going to get a bit esoteric to start this one. Esoteric? About Cost of Turnover? This is from an article on The New Yorker’s website, published a little bit after the 2016 Presidential election. It’s by Om Malik, the founder of GigaOM, and it’s titled “Silicon Valley Has An Empathy Problem.” This part, in […]

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4 Ways To Reduce Call Center Turnover Rates And Improve Customer Loyalty Like A Boss

Wednesday, May 10, 2017 Employee Turnover

improve customer loyalty

Let’s start with a couple of held-to-be-self-evident truths. Most executives want — and are ultimately bonus’ed off of — customer growth, and taught that one path to it is to improve customer loyalty. And while not every executive believes the call center can drive revenue growth (hint: it can), smarter ones realize there are gains […]

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Lower Customer Acquisition Costs With A Simple Three Step Process

Tuesday, April 11, 2017 Costs and Measurement

lower customer acquisition costs

How do you lower customer acquisition costs? That’s a pretty big question, right? If everyone believes in a ‘growth mindset’ at the moment, that means you need new customers. (And if you lost some customers recently, well, you need even more new customers.) But we’ve known since almost the dawn of time that customer acquisition […]

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The Secret Weapon For Customer Growth

Tuesday, April 4, 2017 Customer Experience

customer growth

Hard to ignore this reality: we live in a very growth-focused business time. The number of consultants out there who likely say “If you’re not growing, you’re dying!” in a given day might number in the millions. As a result of this (and a host of other factors), customer growth is a key concept in […]

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When Human Capital Management Is The CMO’s Problem

Monday, April 3, 2017 Agent Attrition

human capital management

Yep, add that to your plate. It’s your problem, and you ignore it at your peril. CMOs spend millions and sometimes billions of bucks to control perceptions of their brand and the customer experience. But they have made a baffling decision to cede control of one of the most important company interactions. When an existing […]

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Customer Retention: Your Brand Is Powerful, But It’s Not 1964 Anymore

Wednesday, March 29, 2017 Customer Experience

customer retention

We’ve already tried to establish a few times that customer retention is really the key to growth, in large part because of the costs associated with customer acquisition (typically significantly higher, although it can vary by industry). There is a little problem with customer retention strategies out there on the Internet, though. What’s said problem? […]

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