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.

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?


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:


of the churn challenge

the full extentstarts by recognizing

Change


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.


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.


You can have it all. 3By leveraging digital to make the front office more agile, and empowering inspirational change agents to encourage cross-channel cooperation and collaboration, leading players are both driving down costs and boosting customer satisfaction.

LEARN MOREabout 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?


http://www.accenture.com/frontofficeretention

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

Technology