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How to use BI to improve the customer experience

Jennifer Lonoff Schiff | March 11, 2016
Protection 1 CIO Donald Young shares how the security company significantly decreased attrition – and increased subscriptions – by using BI software and giving employees the tools they needed to better assist customers.

“If we’re proud of one thing at our company, that would be [the] thing we’re most proud,” he says. “Attrition is a true measure of customer satisfaction. If they are enjoying the service and see value, customers don’t leave. And chances are they’re going to give you more referral business. They’re going to increase the value of your brand. There are all sorts of good things that happen when customers value the relationship.”

 

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