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Published on 27 April 2019
Collecting feedback in the traditional way doesn’t make enough of a difference, as Guy Letts explains. A recent breakthrough moment came with the discovery that feedback must be integral to the customer journey. Find out more.
Acquiring new customers in a competitive market is hard work. Everyone has to do it, and everyone finds it costly. Very often though, the same revenue can be achieved at much less cost by reducing attrition of price-insensitive customers. But this type of customer retention activity is surprisingly rare. Read the full article.
First Published in the 2019 Best Practice Guide
Author: Leanne McNamee
Categories: Library, Quality & Customer Experience