Several independent studies have revealed it takes more than five times as much to acquire a new customer as to keep one. In today’s economy, retention is more of a concern than ever. We created a program to help a client develop Retention Heroes — employees specially trained to interface with subscribers calling to cancel or reduce services. The program armed employees with the tools necessary to uncover the customers’ true needs and effectively position the client’s products against competitive offerings.

With a goal of improving retention by 5%, our client has reported increases of over 70% despite the worsening economic climate!