Customer Loyalty Insights, Strategies & Results
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OfficeMax

OfficeMax

“There are many things that can go wrong in retaining customers, but the problem should never result from confusion or misunderstanding about what they value. You should never have to say, ‘I didn’t think that was important to customers because I never asked them.’ Fidelum Partners asked our customers what was important to them. And they got our sales reps’ perspectives on why we won or lost business – information we had never considered before. Their analysis and research has provided us with a solid basis for making informed decisions about how we can better go about acquiring and retaining customers in the future.”

-Karl Rockenhaus, Vice President, Contact Centers & Sales Support, OfficeMax