Atlanta, GA January 28, 2014
NexxLinx, a Business Processing and Business Transformation Outsourcer (BPO/BTO) headquartered in Atlanta, announced today that it has developed a structured customer retention process and achieved an 80% “save rate” for a major media company.
Though some vendors claim huge customer retention results, few of them hold water. But there is a proven way to become more profitable: by increasing the retention of at-risk customers – those customers ready to leave you or downgrade their service.
It’s been well-researched that it is 4-10 times less expensive to keep an existing customer than it is to find a new one. The best thing a company can do is take care of its customers so they don’t fall into the “at risk” category and there are plenty of books, articles and seminars to help you do that. A search on “customer service” on Amazon yields over one million results.
Conversely, there’s very little written on how to retain the at-risk customer. Do the same search for “customer retention” and you’ll get fewer than 10,000 results.
No matter what strides we make, J.D. Power & Associates places defection rates at 22% for Internet services, 30% for wireless phones, and 66% for newspaper subscriptions (ouch!).
NexxLinx has developed a specialty in Customer Retention – saving customers ready to defect. Where industry averages for saving at-risk customers is 50-60%, NexxLinx has consistently beaten this average by 20-30 points.
For a mid to large sized company, that’s millions of dollars in profit.
The key is having a structured process, in which we dissect every aspect of the potential defection and optimize it. We teach agents active listening, negotiation skills, trap words to avoid and proven responses to any situation.
“We’ve built a proven, repeatable process to maximize retention,” said Craig Mento, CEO of NexxLinx. “I don’t know of any other outsourcer as focused on every aspect of Customer Retention as we are.”
The good news is that we understand how to delight customers. Even when customer service falls below standards, those customers on the brink of defection can be won back. The company has recently published a whitepaper outlining the process. It's available for a free download HERE.
NexxLinx (www.Nexxlinx.com ), headquartered in Atlanta, GA, is a business process and marketing services outsourcing provider that combines skilled professionals, industry knowledge and advanced technology to help our clients create profitable relationships with their customers. Our service platform is a comprehensive, cloud-based, secure contact center provided by our NexxPhase subsidiary. We perform Customer Retention, Sales Conversion, and Customer, Back Office and Technical Support Services for the nation's premier publishing, media, cable, telecommunications, financial services, e-commerce, and retail companies both in the US and around the world.