Long-term customer loyalty starts (or ends) with your earliest interactions
There is an emerging truth in the business world: Companies that overlook onboarding will struggle to hold on to customers. The idea has grown and spread like a juicy rumor, and companies can no longer avoid it. Consider the cable industry, in which onboarding is notoriously absent. Charter Communications Inc., a Connecticut-based cable company, now routinely loses hundreds of thousands of TV subscribers every quarter. This year, the cable provider experienced its worst stock plunge in almost a decade.
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