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The other 70% of Your Customers Matter More Than You Think

Most businesses are only hearing from about 30% of their customers. And from that slim fraction, entire strategies are crafted — assuming the silent majority must feel the same way.

At Advanced Client Metrics (ACM), we know better. That assumption costs companies millions in churn, lost contracts, and poor decision-making.

While others extrapolate from the minority, ACM speaks directly with the overwhelming majority, often more than 90% of your customers. We don’t guess. We ask. And your customers answer because we call them, we listen, and we represent you with professionalism and neutrality.

Here’s why that matters:

Does your business have an extra $18,000–$32,000 to waste every time a new hire walks out the door?

That’s the real cost of poor onboarding. And it happens far more often than most executives think.

At Advanced Client Metrics (ACM), we’ve seen time and again how companies invest in recruitment but fail to protect that investment during the critical first 60 days of employment. That’s when new hires decide whether they’re in — or already checking out.

Structured, timely onboarding isn’t just about paperwork and HR checklists. It’s about making people feel welcome, heard, and set up to succeed from day one. When it’s done right, onboarding increases productivity by over 60%, stren

In every industry including global mobility there’s one truth every executive must confront:

You cannot outsell churn.

Companies invest heavily in sales and marketing to bring new customers in the front door only to lose them out the back through poor service, broken communication, or unresolved issues. The result? Revenue stagnates, brand equity erodes, and customer trust vanishes.

Over 33 years Advanced Client Metrics (ACM), has concluded that a single dissatisfied customer will tell 9 to 15 people about their experience. But in today’s hyperconnected world, one bad experience can ripple out to thousands via online reviews and social media.

Meanwhile, replacing that lost customer could cost 

And Why Continuous Communication Is the Game Changer

In today’s fast-changing global work environment, mobility leaders are reimagining how to deploy talent across borders while keeping pace with new technologies, evolving employee expectations, and a rising call for pay transparency and flexibility. But one thing remains essential: constant, personal communication throughout the employee’s entire international assignment.

At Advanced Client Metrics (ACM), we believe that no matter how innovative a mobility program may be, its success still depends on the experience of the individual employee. And that experience is shaped not just during onboarding — but throughout their entire journey abroad.

When employees accept foreign assignments, they step into a world of complexity — from immigration paperwork and cultural acclimation to housing, logistics and, yes, global tax compliance. Most global mobility programs do a strong job of supporting employees in the early stages of relocation. But what happens in year two? Year three? When the initial onboarding fades, too many professionals are left to navigate unfamiliar territory alone.

At Advanced Client Metrics (ACM), we believe support for globally mobile employees shouldn’t stop after their plane lands or once their first tax return is filed. It should continue for the full lifecycle of their assignment — and it should feel human.

Beyond Tax: Supporting the Whole Assignment is a Must

In today’s world of automated emails, bots, and survey fatigue, companies are losing touch with their customers and losing business as a result. Advanced Client Metrics (ACM) is the answer.

We deliver live, human-to-human engagement with your customers when it matters most. While your internal teams are focused on operations, we provide the essential personal touch — and your clients love it.

🧠 Why Human Feedback Still Wins

Technology enables speed.

Human connection builds trust.

Across every vertical including global mobility, commercial moves, relocations and every industry around the globe studies consistently show that real conversations drive b

Despite softening freight rates and geopolitical uncertainty, the world’s largest container carriers continue expanding their fleets. In the ACM mid-year 2025 update, global shipping capacity rose by 1.18 million TEU in the first half of the year, pushing the total to 32.7 million TEU across 7,336 active vessels.

The growth may be slower than in recent years — a modest ~4% increase — but the trajectory is clear: scale still wins in this market. And the biggest players are doubling down.

MSC Leads the Pack — Again

Mediterranean Shipping Company (MSC) continues to outpace the rest, responsible for nearly one-third of the sector’s capacity growth in 2025. The company has expanded by 365,000+ TEU since January, largely through

In today’s global economy, your two most valuable assets — your people and your customers — are also the most vulnerable. Retaining them is no longer a “nice to have.” It’s the business strategy.

At Advanced Client Metrics (ACM), we work with companies around the world who are facing a simple but high-stakes challenge: they’re investing heavily in international assignments, yet too often, those assignments fail. Employees return early. Customers leave quietly. And no one is entirely sure why.

The Strategic Shift: From Admin to Insight

Global businesses are recognizing that international mobility isn’t just operational — it’s strategic. Assignments are meant to bridge skill gaps, build future l

At Advanced Client Metrics (ACM), we often speak with companies who think they have a customer feedback system in place. But when we look closer, the reality is sobering: feedback is collected, maybe skimmed, and then quietly shelved.

The truth is, many organizations never actually close the loop — they don’t follow up on feedback, resolve customer issues, or communicate what’s been fixed. And this disconnect isn’t just a missed opportunity. It’s a major business risk.

Why Do Companies Fail to Follow Up on Feedback?

Here are some of the common reasons ACM uncovers when conducting our Voice of the Customer (VoC) evaluations:

1. Lack of prioritization and resources

Companies often don’t alloc

In today’s global market, brands don’t just compete on product and service features or price — they compete on how well they understand and respond to the people they serve. That’s why the companies that lead their industries are often those that listen best, then solve the issues. 

At Advanced Client Metrics, we don’t hand out trophies. We uncover the truth.

We work with companies who are determined to stay ahead by knowing exactly what their clients think — early, honestly, and in their own words. And we do it in nearly every language spoken on earth, through real conversations led by our global calling centers.

🎯 It’s Not About Satisfaction Scores — It’s About Keeping Your Business

What we

Everyone talks about onboarding new customers.

Almost no one talks about re-onboarding the old ones.

Yet some of your most valuable customers — the ones who’ve been with you for 2+ years — may be operating on outdated processes, underutilized tools, and assumptions that no longer fit your evolving service.

At Advanced Client Metrics (ACM), we specialize in listening to the customers you may have unintentionally left behind. Through targeted, telephone-based Voice of Customer (VoC) outreach, we help you reconnect, reset, and re-onboard these accounts before they drift too far.

Why Re-Onboarding Matters

These long-term customers are often:

• Working with outdated workflows

• Missing out on new

At Advanced Client Metrics (ACM), we’re not a global tax firm — and we don’t pretend to be. But through our work with some of the world’s leading tax service providers, we’ve developed a deep understanding of what matters most to the people they serve: expatriate employees and the corporate clients who rely on accurate, compliant, and responsive tax preparation services.

The Real Voice of the Expatriate Tax Client

Too often, tax service providers measure satisfaction through post-filing surveys or client feedback portals. But what gets missed in those snapshots is the full emotional and operational context: how the service made the client feel, how accessible the advisor really was, or how prepared the company felt when a deadline or policy chang

Sending employees overseas opens doors to new markets, talent, and global collaboration. But it also opens up a complex web of international tax exposure that many companies underestimate — until it’s too late.

The good news? Managing tax risk in a globally mobile workforce doesn’t have to be painful — as long as you understand the terrain and stay proactive.

What Is Global Mobility Tax?

Let’s clear this up: Global Mobility Tax is not one global tax. It’s the tangled network of tax rules, compliance thresholds, and liabilities that apply when your employees work across borders.

You might face obligations related to:

• Payroll tax

• Social security contributions

• Permanent establishment (PE) risk

• Income tax re

Why Listening to Expat Feedback Matters Now More Than Ever 

Published: 17 June 2025

Starting 15 July 2025, the UK Home Office will stop issuing 90-day entry vignettes in passports for main applicants in select visa categories. These individuals will instead receive a digital eVisa — a key step in the UK’s shift to fully digital immigration status records.

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Who is Affected?

This applies to main applicants applying under:

• Global Business Mobility

• International Sportspersons

• Skilled Worker (including Health and Care visas)

• Temporary Worker routes

Dependants and children will still receive both a physical vignette and a digital eVisa.

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W

The better question is, what are you doing when your customers speak

When a relocating employee is moving overseas, the moving company’s service is a critical part of their overall experience. Imagine knowing what 100% of your customers are saying about each of these services or touch points. Advanced Client Metrics with 34+ years experience is doing this for you. 

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1. Clear Communication & Transparency

• Pre-move consultation: Detailed explanation of the process, timelines, and what to expect.

• Regular updates: Proactive communication during each phase of the move (estimate/survey, packing, shipping, customs, delivery).

• Single point of contact: A dedicated move coordinator helps avoid confus

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