Customer Retention: Keep ’Em And Hold ’Em

In addition to the daily debriefings, Caccuro and her marketing team listen in on customer calls at least once a week. While part of the exercise is designed to provide feedback to the CSRs regarding their scripts as well as upselling and cross-selling opportunities, Caccuro adds that she wants to make sure the marketing team literally hears and connects with the voice of HCI Direct’s customers.