Rogers communication is a company that makes the customers focus on customer service. The word obsessed is important because the CEO Joe Natale announce that you have to be obsessed with the customers experience to improve it. This is a very interesting choice of words for a CEO. This also has to do with the competition who also has a big brand(meerkats and hippos) while Rogers does not have that. Granted Rogers is in an industry with low customer relationship management.
- In truth, Rogers is in an industry that exceeds expectations in poor CRM — client relationship administration. Take a gander at Comcast, Time Warner Cable, AT&T, and so forth.
- Natale’s guarantee doesn’t simply address corporate mien. Organizations need to wake up to the key basic of improving at client mind.
- That J.D. Control report found that millennials contact client mind twice as frequently as people born after WW2, and do as such with the desire that issue determination will be productive and quick.
“Actively managing customer relationships affects a company’s revenue by reducing churn and increasing customer lifetime value and advocacy.”