课程: Winning Back a Lost Customer

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Building attrition alarm systems

Building attrition alarm systems

课程: Winning Back a Lost Customer

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Building attrition alarm systems

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- Imagine you could know when a customer was going to leave before they actually left. It's possible, let me show you how. Whenever I work with companies trying to deal with attrition challenges and win customers back, I like to conjure up an image of Tom Cruise in "Mission:Impossible". In the "Misson:Impossible" series, it seems as though every five minutes Cruise is dangling from a cable in a room full of red laser beams, each of which is hooked up to an alarm. It's impossible to win a customer back if you don't know when they've left. So this is exactly what you need to do. Put alarms in place, so that you know when they've tripped a laser, and are about to leave. When they trip that laser, this is the customer letting you know that something has changed, and that you need to take action. And here's the thing. Customers often act like a school of fish. When one fish turns to leave, they all turn. But companies often wait until it's too late, and when they finally decide to do…

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