Every day customers are leaking from your business. This is caused by new competition, poor customer service, a change in trends, or a loss of customers because they move or die.
Businesses have a simple choice: bring more new customers into the business to compensate for the ones leaving, or try to plug the holes and slow down the rate of loss. In reality a good business needs to do both but it is far more cost effective to retain customers than to be constantly finding new ones. Mark Sherry, MBA, multiple business owner and ITSM expert will discuss what businesses need to do to help stop the leaks. The session will blend customer service ideals as well as ITIL and ISO 20000 concepts.