Current customers and the way companies care for and retain them is the biggest opportunity for company growth – and, unfortunately one of the most overlooked strategies on the business agenda. While many companies talk about putting customers first — the reality is — few companies know how to get down to the ground with concrete tactics that actually increase customer retention.
I want to share a secret with you: declining retention, rising churn and lost customer loyalty is NOT the problem. It’s a symptom of something else — somewhere else – often times, within the company. That something else is the root cause(s) of lost customers and it needs to be addressed before metrics will improve. I’ll share how I fix customer retention challenges with clients in detail at my October webcast series; The Remarkable ROI of Customer Experience. But for now, let’s take a look at my “Baker’s Dozen”, the 13 Steps I use to increase customer retention and revenue.