ATLANTA--(BUSINESS WIRE)--At a recent analyst conference in New York, the Chief Executive of a large media firm was asked a question about the improvement in third quarter results. He cited their progress in customer retention. In specific, he highlighted the geographic region served by NexxLinx's contact centers.
"Customer retention may be the highest-value service we provide," said Craig Mento, CEO of NexxLinx. "It's not hard to see why. According to Bain and Company, it's six to seven times more expensive to gain a new customer than retain an existing one. And businesses that boosted customer retention rates by as little as 5% saw increases in their profits ranging from 5% to a whopping 95%."
Ideally customers are delighted with your services, but the need for a customer retention interaction never occurs. Even in the best of relationships, there are moments where you, as a customer, feel that you are not being treated the way you would like.
"We step in at the most tenuous point in the relationship between a company and their customer and save an astounding 70% of the customers. This is not a fluke. We recruit, hire, train, mentor and coach for this task. There are specific skills and a culture of performance at NexxLinx that I would stack up against anybody," said Mento.
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.