The Anchor Health Exchange uses the AYCE (pronounced “ace”) Customer Experience Framework (the Framework) to engage the customer conversation. A business’ total customer universe is a combination of prospective and existing customers. A company has to provide the right information, in the right place, and at the right price point to get customers to engage with its services.
Winning a new customer’s account cannot be the holy grail for a sustainable business. Instead, it’s the beginning of a relationship of participation—retention is equivalent to an acquisition. Your ultimate goal with each customer should be for your organization to become the default to fulfill the needs of their friends, families, and associates.