In many organizations, losing a customer could come as a shock or surprise…. but there may have been pieces of information that could have helped you predict which customers are planning to leave. Gathering and using this information is critical to helping “predict the exit” of a customer or client. Ed Gagnon of Customer Service Solutions shares with Alan Jackson (of The Jackson Group) specific examples of how to predict which customers may leave your business and what to do about those most at-risk.
About the hosts:
Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com.
Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com.
