Lower Customer Acquisition Costs With A Simple Three Step Process

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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A Practical Guide To Reducing Call Center Absenteeism (I Can Save You Money)

Monday, April 10, 2017 Costs and Measurement, Absenteeism

reducing call center absenteeism

I guess we should begin with a painful truth about call center employee absenteeism: only in rare cases do people (customers and executives of the company) care about the absenteeism in terms of, “Oh, is something wrong with that agent?” They often care about it strictly in KPI-driven terms. Since we founded Tenacity, we’ have […]

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The Secret Weapon For Customer Growth

Tuesday, April 4, 2017 Customer Experience, Customer Retention, Brand

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

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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Maslow’s Hierarchy: The Key To Great Customer Experience

great customer experience

Like everyone else, your organization is focused on the customer experience as a key to sustainability and growth. But for all the noise around CX these days, there remains a glaring blind spot: the call center. It is here that one of the most basic models of human motivation is butchering the experience for your […]

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

Wednesday, March 29, 2017 Customer Experience, Customer Retention, Brand

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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