Articles
Tag: customer retention
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Why the 'R' in CRM Is the Most Important Letter in Customer Experience
Relationships are complicated. But businesses tend to overcomplicate them and thus avoid building them altogether.
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Why Brands Must Unify Customer Experience and Customer Success (and How They Can Do It)
Customer success brings a new set of tactics that customer experience leaders should pay attention to.
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Why B2B Firms Should Build a Brand Community in Each Customer Organization
When it comes to B2B businesses, it pays to have multiple brand ambassadors within every customer organization.
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How to Build Customer Loyalty, One Connection at a Time
Developing an emotional connection with a customer is one important rule to follow when building loyalty.
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Watch These 4 Areas to Ensure Your Customer Experience Is Improving
If your customer experience model stays the same year after year, you've got a problem.
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Customer Experience Metrics, Through a New Lens
Approaching customer experience measurement through the lens of acquisition, engagement and 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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