While we generally accept that that it costs 6-10 times more to acquire a new customer than to keep an existing customer, there are also invisible costs in terms of lost referrals, loss of employee confidence and reduced employee retention.
Woodstock, ON (PRWEB) November 22, 2012
Anne Miner founded The Dunvegan Group twenty-five years ago to help companies to grow through satisfying customer needs, wants and expectations. Over the years, her firm has increasingly focused on serving business-to-business companies - particularly those that have long term relationships with their customers. The Dunvegan Group's body of work has led to the development of a system and a process that delivers proven customer retention results.
Ms. Miner maintains that, "The cost of customer churn (replacing customers who discontinue their business relationship with the company) is even greater than the cost of generating a new customer to replace the lost one. While we generally accept that that it costs 6-10 times more to acquire a new customer than to keep an existing customer, there are also invisible costs in terms of lost referrals, loss of employee confidence and reduced employee retention."
When companies undertake to build a customer focused culture they are making a commitment to higher levels of performance, higher customer satisfaction and higher employee satisfaction. Anne will be discussing her secrets for success with customer satisfaction measurement as well as customer care.
Anne is an entrepreneur, a visionary leader and an acknowledged expert in the field of customer satisfaction measurement, customer care and customer retention. She holds a BA and an MBA from the University of Guelph and she was among the first researchers in Canada to be awarded the prestigious designation of "Certified Marketing Research Professional" by the Marketing Research & Intelligence Association. Anne is a certified trainer of the Platinum Rule® and she has successfully integrated its philosophy and practices into her own organization to help build strong bonds with employees and clients alike.
Anne is co-author of the Amazon best-seller, “Succeeding In Spite of Everything!”, July 2012 and author of “Measuring Up! A guide to success with customer satisfaction”, September 2008.
Listen to the show http://www.blogtalkradio.com/closeuptalkradio. If you have a question for Anne Miner during the live radio interviews, call (347) 996-3389.
For more information about The Dunvegan Group visit http://www.dunvegan.ca
Contact Deb Willert at 877-459-6631