About this paper
Churn has long been one of the largest issues facing the communications industry. It’s a multifaceted challenge, but there is one silver bullet solution: Make your existing customers so happy they never want to leave.
A new report from Harvard Business Review, Lessons from the Leading Edge of Customer Experience Management, is an in-depth study of more than 400 customer experience management executives worldwide. The results show that the companies investing in customer experience management (the processes an organization uses to manage customer interactions across the enterprise) are far outperforming the ones that don’t.
Download this article to see what those results mean for the communications industry and – most importantly – the five lessons you can apply now.