Customer Retention

There’s an often-told story about a salesman in a department store who was deeply unhelpful and rude to a customer when he saw that they only wanted to buy a $13 item. However, when that salesman’s manager looked into the value that customer had spent in the life of their relationship with the store however, it ran into the tens of thousands of dollars.

In this section on customer retention, we have some superb content which will help you really understand what drives retention (it’s not always what you think). We debunk the myth that wowing customers is what it’s all about and we provide useful assets and downloads to help your customer retention efforts succeed.

track and measure customer success feedback solution survey 1-click
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How to Track and Measure Customer Success

We have previously talked about How Customer Success Drives Customer Retention. Customer success has been defined as the business methodology of ensuring that customers achieve their desired outcomes when using your products or services and…
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The service recovery paradox

We all experience problems with suppliers.  Things go wrong - that's just life. As a business, you have to learn to accept that. Of course, it’s how you deal with those problems which sets one business apart from another. Admitting fault,…
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Focus on Customer Success to Thrive

Customer success has evolved enormously, especially over recent years. While the theory and practices associated with customer success have their roots in the Software-as-a-Service (SaaS) arena, businesses and organisations that are not involved…
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Quirkology: Book Review

So, this month we've taken a wander through Richard Wiseman's book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an…
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How Customer Success Drives Retention

Retaining your existing customers is extremely valuable. Not least because the cost of acquiring a new customer has been determined to be five times as much as it costs to hang on to an existing customer. Selling to your existing customers has…
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How to Navigate the Feedback Economy

Why are ratings suddenly so important? In the UK alone, online reviews influence an estimated £23bn of transactions each year (source: FT). At the same time, Amazon has filed more than 1,000 law suits against reviews abuse (source: Fortune).…
Rebel Ideas Matthew Syed Review
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Rebel Ideas: Book Review

I loved Matthew Syed's book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking. Syed was recently appointed to a very diverse board of thinkers advising…
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How to Improve Customer Experience Using CX Analytics

Do you have a well-established customer experience (CX) strategy? Are you gathering analytical data and properly using that data to improve your customer service? Major retailers and businesses are using a wide variety of channels to pinpoint…
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Customer Success Strategies that Work

Customers are the foundation upon which business success is built. Continuously acquiring fresh, new customers while retaining existing, loyal customers is what most businesses want. It has been widely reported that acquiring a new customer…
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Why Customer Experience is Important for B2B

Business to consumer (B2C) enterprises have been embracing and leveraging the benefits provided by ever-changing, personalized customer experiences for many years. It’s therefore not surprising that business to business (B2B) vendors are also…
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Emoji Use in Business: a Research Report

Emoji, emoticons, icons and star and smiley ratings are all around us but how much do we really know about attitudes to their use in business? We wanted to find out! So we commissioned independent research; asking 1000 US citizens how and when…
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10 Customer Experience Conferences for 2020

It's often hard to find it worth the time, money and effort required to attend a conference, let alone to choose which one is best for you. We're always in touch with those in our industries online and we can collaborate without leaving our…