I help B2C leaders, looking to improve customer experience metrics, quickly identify strategic communication opportunities that save money, improve engagement & retention rates, raise NPS scores and lower complaint/call volumes. I understand the importance of CX to the bottom line and the crucial role communications play to the overall experience.CX impact to the bottom line:US companies lose approximately $1.6 trillion per year due to customer churn.It costs 5X more to acquire new customers than it does to keep an existing one.On average, a 5% increase in customer retention rates results in 25%-95% increase of profits.80% of a company’s future revenue will come from just 20% of its existing customers.The crucial role of communications in CX can help companies:Avoid misunderstandings and frustrationGain a competitive advantageEmpower and educate customersBuild trust and loyaltyThroughout my career I've helped companies: Save $9MGenerate $138M in revenue Lower call volume by 25%Increase customer engagement and retention by 30%Raise NPS scores MoMNext steps:Email me at rebeccaryckman@touchpointscx.com to learn more.Set up an appointment to discuss how I can help you - https://calendly.com/touchpointscx/touchpoints-cx-consult