Calling for Help

From the consumer’s perspective, the best possible result of calling customer service is a short conversation that resolves the issue. From a business’s standpoint, preventing that call in the first place is the ultimate goal.

Of course, no product or service is perfect, so customer service will always be a part of a business model. Improving that experience is key to satisfying and retaining customers. The goal, it seems, would be to make customer service efficient and responsive.

 
Customer retention blog art

To Everything – Reduce Churn, Churn, Churn

It’s a lot less expensive to retain a current customer than to acquire a new one. That’s a timeless marketing adage for a reason: it’s true.

In fact, it may never be truer than in today’s economy. Customers have an unprecedented array of choices and easy access to global products and services. If you can’t keep them happy, they’ll find someone who can. That’s why businesses work hard to reduce churn, the attrition or turnover of customers.

 

The New Normal

In 2001 First-Class Mail (FCM) hit an all-time peak of 104 billion pieces. Fast forward to today and it is down more than 40 percent.

Well, if you’re a reader of this blog, you also know that despite this, First-Class Mail remains the biggest provider of revenue and contribution (profit that goes to paying the Postal Service’s institutional costs).

 

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