The Attrition Mission

May 06, 2020

Posted by Martin Ellingham

Compliance, Financial Services


It’s never been easier or quicker to switch suppliers and service providers, with digital innovation and digital disruptors providing customers with the opportunity to make a change in super-quick time. Such is the freedom of choice and the ease of changing, that more and more customers are bypassing the complaints stage, choosing instead to vote with their feet (or more likely in 2019, their mouse). For the providers and suppliers this is obviously proving to be a testing time, with businesses searching for ways to better manage this current generation of increasingly transient and intolerant customers.

Aptean’s Martin Ellingham examines how businesses can manage a generation of increasingly transient and intolerant customers in The Attrition Mission, featured in Global Banking & Finance Review.