To grow, most companies continue to be more invested in acquiring new customers than in proactively retaining existing ones. However, customer service—with a specific focus on reducing churn—is also a critical growth driver. Companies can do three things to help position service as “the new sales” and effectively use churn reduction to profitably grow: 1. Quantify churn’s impact; 2. Give retention the attention it deserves; 3. Tackle the most toxic interactions. Learn more at http://www.accenture.com/ServiceisnewSales

1. Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 1
Service Is The New
Sales

2. 2Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
IN TODAY’S “ALWAYS ON”
DIGITAL ENVIRONMENT, WHEN
ARE CUSTOMERS TRULY WON
AND LOST?

3. 3Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
After all, customers are now in a perpetual
state of evaluating, using, then sharing their
experiences with products and services. The
point of sale is still an important — but not the
only — point of victory.
An “average” Facebook user
with 245 friends can reach
more than 150,000 other users.
of consumers switched at least
one of their providers due to
poor service in 2014.
of customers, following a bad experience
with a company, will tell others

4. 4Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
TO DRIVE GROWTH, COMPANIES
NEED A DYNAMIC NEW APPROACH
TO A COMMON ISSUE:
CUSTOMER SERVICE
Winning the retention game in the
digital age starts with three steps…

5. 5Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
WINNING THE RETENTION
GAME IN THE DIGITAL AGE
Quantify churn’s impact by
developing analytics capabilities and
using customer data to identify what
customers notice and value when it
comes to service.
1

6. 6Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
WINNING THE RETENTION
GAME IN THE DIGITAL AGE
Give retention the attention it
deserves. Invest in targeted service
improvements that produce better
customer experiences, and define
new leadership roles focused on
retention.
2

7. 7Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
WINNING THE RETENTION
GAME IN THE DIGITAL AGE
Tackle the most toxic interactions,
then work to put out your “hot spots.”
3

8. 8Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
LEARN MOREabout how to capitalize on
customer service with our full report:
Service Is The New Sales