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Front-line offense: Is your front office helping or hindering customer retention?

Today’s digital customers are informed, connected, knowledgeable — and switching from their providers like never before. Could your company be next?

To deliver experiences customers value, look at your front office operating model: Is it focused on customer outcomes? Or, just on realizing internal process efficiencies? Change starts by recognizing the full extent of the churn challenge.

Learn more: http://www.accenture.com/frontofficeretention

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Front-line offense: Is your front office helping or hindering customer retention?

  1. 1. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Front-line offense: Is your front office helping or hindering customer retention?
  2. 2. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Today’s digital customers are informed, connected, knowledgeable — and switching from their providers like never before. Could your company be next?
  3. 3. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Is it focused on customer outcomes? Or, just on realizing internal process efficiencies? To deliver experiences customers value, look at your front office operating model:
  4. 4. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. of the churn challenge the full extent starts by recognizing Change
  5. 5. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. The stakes are bigger than you think.1 Our research indicates that the global switching economy is already worth some $6 trillion — and growing at double the rate of global GDP.
  6. 6. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Your customers don’t want to leave.2 80% of customers who switch providers say they could have been retained if the company had been more responsive to their needs.
  7. 7. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. You can have it all. 3 By leveraging digital to make the front office more agile, and empowering inspirational change agents to encourage cross-channel cooperationand collaboration,leading players are both driving down costs and boosting customer satisfaction.
  8. 8. LEARN MORE about how to keep your customers, including four steps to kick-starting your front office’s digital transformation, with our full report: Front-line offense: Is your front office helping or hindering customer retention? Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

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