Turning Customer Touchpoints into Insights that Drive Loyalty

Abstract

Seventy percent of buying experiences are based on how the customer feels they are being treated. ~McKinsey

After two outages in less than a week, a frustrated customer contacted his cable provider to cancel service. But because the cable company had personalized profiling and tracking information available in real time, the astute Atlantic Canada cable company agent was able to understand the customer and build a personal connection, satisfy the customer, encourage the customer to extend his contract and, at the same time, upsell him to a family movie subscription service.

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