retention Archives - M4 Communications

Go the Distance with NPS to Drive Corporate Growth

by Sue Duris in Analytics, churn, Customer Experience, Metrics, Metrics, net promoter score, Retention, Voice of the Customer 0

Net Promoter Score (NPS) has been a hot topic ever since it was developed 15 years ago. Depending on what side of the fence you're on, you might or might not hold a lot of value in the metric. Recently I participated with some of my customer experience colleagues in a blog post discussion of [...]

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How Content Marketing and Customer Experience Can Drive Retention

by Sue Duris in Content Curation, Content Marketing, Content Strategy, Customer Experience, Retention, Voice of the Customer 0

Did you know that by 2020, customer experience will overtake price and product as the key brand differentiator, and Bain & Company says it’s 6 to 7 times more costly to acquire a new customer than it is to retain one? So, if it’s really 6 to 7 times costlier to acquire a new customer [...]

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