At any point in time, 11.4% of your revenue is at risk, according an extensive study conducted with North American companies over an 8-year period by Hepworth & Company Ltd. The number of dissatisfied customers you have ranges from 4% to 33%. So...if you're a $10M company, you're at risk of losing $1.1M of revenue. Can you afford it?
This month's newsletter is guaranteed to get you thinking about your customers and your revenue. First Harvard University shares some important lessons. Then Ruth-Anne compares an average customer experience with an exceptional one. Finally, our colleague, Jack Aaronson, asks if you're sharing customer complaint information with the right people.
Helping you keep your brand promises,