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When contract extensions and repurchase intentions directly impact revenue and profit, knowing the intentions of 90% or more of your clients goes without saying is significantly better than knowing any other fraction of your customer base.

Why would you consider knowing anything less?

Why 90%+ Is Better

1.  Revenue Predictability: Knowing the intentions of 90%+ of clients provides a near-complete picture of future contract extensions or repurchases, enabling accurate revenue forecasting. For example, if 90% of clients signal intent to renew, you can confidently project cash flow and allocate resources. You will have minimal financial risk.

2.  Profit Optimization: High coverage allows precise identification of high-value clients likely to extend contracts

We could all do with a little laugh from time to time. Here is a story that may bring a grin to your face. 

In a truly bizarre tale, a caller assured the rental car company that she dropped her car off “near the lot.” But she didn’t remember exactly where.

Strangely enough, she didn’t understand why that was a problem.

If you have any funny customer service jokes please drop us a line and we’ll see if we can publish them.

For organizations who serve in the expatriate and HR sectors a voice of customer (VoC) crucial for understanding and improving the customer experience, leading to higher satisfaction, reduced churn,increased loyalty, greater contract extensions and better business outcomes. 
Here’s why a VoC program is important for expat services companies:

• Enhanced Customer Understanding:
  VoC helps companies understand the needs, expectations, and pain points of their clients, allowing them to tailor services and improve the relocation experience. 
• Improved Service Quality:
  By actively listening to customer feedback, these service companies can identify areas for improvement in their processes, communication, and overall serv

Personal conversations with customers are crucial for understanding churn, repurchase intentions, and satisfaction at each touchpoint because they provide direct, unfiltered insights into customer experiences, emotions, and expectations. Unlike automated surveys or AI scraping data systems, these interactions capture nuanced feedback/insights in real time, revealing pain points, preferences, and motivations that might not surface through structured data collection. Here’s why they matter for each aspect:

1.  Churn: Personal conversations uncover the root causes of dissatisfaction, such as specific service failures or unmet needs, which are leading indicators of churn. For example, a customer might reveal frustration with a recent interaction that a survey might miss. Studies