Articles
Tag: customer retention
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How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience
It's easy to deliver horrible service if you follow these tips.
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Dear AVG, I'm Just Going to Have to Let You Go
The greatest power customers have is the power to switch. Loyalty isn't rewarded, but switching is.
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Why Are Companies Investing in Customer Retention?
Why does a company spend more money to retain a customer than to acquire one? The answer, simply put, is because it pays off.
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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 introd
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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 sa
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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 fundament
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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
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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
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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
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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
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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.
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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
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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. If anything is going to shift organiz
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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 b
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