Understanding the ‘Why’ Behind Customer Churn

Jennifer Passini, senior director of CX solution design, says one of the biggest goals companies set is reducing customer churn. Considering that it’s far cheaper to keep existing customers than to acquire new ones, the goal makes sense. Experience programs are powerful tools when it comes to reducing churn, but much like everything else having to do with experience improvement (XI), they require continuous effort and fine tuning if brands want to reduce churn.

Read more at CSM Wire

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