Articles

Tag: customer retention

  • Customer Service Is the New Customer Acquisition

    Customer Service Is the New Customer Acquisition

    LONDON — Traditionally, brands have controlled the narrative between themselves and their customers, mainly because they had near-exclusive access to the required technology. But with the introduction of social media, customers gained a voice in the narrative and the balance of power shifted in their favor.

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  • Understanding Abandoned Online Shopping Cart Triggers

    Understanding Abandoned Online Shopping Cart Triggers

    Brick-and-mortar retailers have their own sets of challenges retaining customers and the abandoned shopping cart is, for the most part, not one of them. Online retailers unfortunately can't say the same.

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  • Hack Customer Churn for Continued Business Growth

    Hack Customer Churn for Continued Business Growth

    You’ve probably seen the visual metaphor of the iceberg a hundred times or more. But there’s a reason it’s a reliable trope: it’s efficient shorthand for expressing a fundamental truth about how we evaluate complex systems and risks.

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  • So Your Customer Wrote a Nice (or Neutral) Review: Now What?

    So Your Customer Wrote a Nice (or Neutral) Review: Now What?

    Much has been written about the best response to negative reviews. But it’s also important for businesses to craft thoughtful responses to positive and neutral reviews. With a careless response to these reviews, you risk alienating customers who were initially willing to provide repeat business.

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  • How Do You Compete With 4 Million Apps? Think Retention

    How Do You Compete With 4 Million Apps? Think Retention

    The internet now has over three billion global users and counting, with the number increasing steadily by 10 percent year-over-year. Easier online access means people are using digital products across desktop and mobile more than ever.

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  • Why Permission Marketing No Longer Works for B2B

    Why Permission Marketing No Longer Works for B2B

    Before I get out of bed in the morning, the latest barrage of unwanted sales pitches from strangers is already in full swing.  What’s worse, their approach is alarmingly too familiar, with messages ranging from overly presumptive to borderline stalking: “Happy Friday Mike.

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  • The ABCs of RFM - and How it Can Help You Retain Your Customers

    The ABCs of RFM - and How it Can Help You Retain Your Customers

    What’s a more profitable business strategy: attracting new customers or retaining existing ones? Statistically speaking, a business is better off focusing on retention than acquisition. This isn't new information. Way back in 1990, Bain & Company concluded companies can boost profits by almost 100 percent by retaining just 5 percent

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  • For DX That Converts, Pay Attention to Customer Retention

    For DX That Converts, Pay Attention to Customer Retention

    The late Theodore Levitt, economist and legendary professor at Harvard Business School, memorably mused that, “People don’t want to buy a quarter-inch drill, they want a quarter-inch hole.” This saying really epitomizes the need to put a customer’s ultimate aspiration at the heart of what your company sells.

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  • You've Won Over the Customer, You Made the Sale - Now What?

    You've Won Over the Customer, You Made the Sale - Now What?

    Marketers spend the lion's share of their time thinking about how to win over prospective customers and acquire new business.  What they — and their companies — miss out on with that singular focus are the valuable opportunities that crop up post-acquisition, when they continue engaging customers after the sale.

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  • The Customer is the Meme

    The key to transforming an old-model organization is to flood it with the experience of the customer. The experience of the customer is the spear point of change.

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  • Turn Sales into Customer Ambassadors: Reward Renewals

    A talent manager friend of mine puts it bluntly: “people do what they’re paid to do.” More specifically, she means people do what they’re incented to do -- especially through bonuses, commissions and other performance-based compensation.

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  • Customer Experience: Being Loyal to Your Customer Pays

    Organizations need to be loyal to their customers if they want their customers to be loyal to them. “Companies are adept at chasing new customers while watching the churn,” Keith Pearce, Vice President, Solutions Marketing at Genesys states.

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  • A Customer Saved is a Customer Earned

    Almost every company claims that they value their customers immensely, but do actions always follow these claims? In an age where consumer opinion can make or break businesses, most companies need to do a better job of prioritizing the source of their livelihood.

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