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There should be new sections in annual reports on companies' intangible assets and on "key performance indicators"—such as employee turnover, customer acquisition cost or inventory turnover.
Then we discover the research, opinion articles and books by leading experts telling us about the importance of culture; that it relates to productivity, efficiency, employee engagement, turnover, customer service, communication and even innovation.
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While it may be time for a more realistic assessment of turnover, customers also have to realize that at peak times, it is unfair for them to expect to sit all evening over dinner.
As a result, turnover on customer service desks runs as high as 100percentt per year, he said.
The first step is to sit down with its own employees and investors to chart a path for growth based on reasonable standards that will limit turnover, improve customer service and make the promise of the American Dream much more than just lofty rhetoric at a trade conference.
Customer numbers and turnover have risen, and customer service and business performance have improved.
For one, companies discovered that customer turnover was expensive.
Churn, a measure of customer turnover, was 2.16percentt, down from 2.29percentt a year ago.
Studies predict more customer turnover in an industry already rife with it.
AT&T's churn rate, a measure of customer turnover, declined slightly during the quarter.
Yet, Ms. Hassi still needs to make money, which means generating customer turnover.
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