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.

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125 survey fatigue statistics

Our new research into survey fatigue has just been released! It's already been covered by Marketing Profs, Social Media Today and more.Featuring a ton of analysis and 125 data points, we asked 1000 people how they felt about providing feedback…
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How Infiniti Telecommunications monitors CSAT across its units and partners

Infiniti Telecommunications is an Australia-wide telecommunications company. It provides telephony systems to small, medium, and large businesses and delivers ongoing customer support post-sale as well.Customer Thermometer has become…
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10 brand loyalty statistics for 2017

What makes customers like a brand? What keeps them coming back and buying repeatedly? And what is it that lies at the heart of the all-important emotional connection customers feel with the brands they rave about?We did some brand loyalty…

8 ways to engage your customers

You will spend a whopping 35% of your adult life at work or doing business.Running a company of any type is a major undertaking. It's right to take it seriously. But does that have to translate into a dry and serious experience for your…
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The Lean Start Up: Book Review

The Lean Startup by Eric Ries became an instant classic when it was published in 2011.What attracted me to the book was that the back cover promises a lean, entrepreneurial process that is about "learning what your customers really want."…
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CSAT Stat of the Month: Resolve a Complaint Quickly...

"...and 9 out of 10 customers will buy your product/service again" What's the background? It's a commonly-held industry belief that resolving a customer complaint quickly will help you to hang onto that customer, and dramatically increase…
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Shoe Dog: Book Review

When 3 different people are kind enough to recommend the same book to you in less than a fortnight, you've got to read it.Shoe Dog is the exceptional memoir of Phil Knight, co-founder and creator of Nike.Nike is one of those ubiquitous…
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CSAT Stat of the Month: An Unhappy Customer Tells...

"A happy customer tells 3 people; an unhappy customer tells 10 people"   What's the background? There are many variations of this CSAT stat which crop up on a regular basis. You will almost certainly have seen versions of the statistic…
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Building a Customer Service Alert System that works

Let's set the scene Just like a smoke alarm can help you act when there’s fire, a customer service alert system can help you act quickly on customer issues. It's a method of alerting the right person in real time when a customer sends a…
Only the Paranoid Survive Book Review
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Only the Paranoid Survive: Book Review

Only the Paranoid Survive: How to Exploit the Challenges That Challenge Every Company is a book originally recommended to me by Ben Horowitz. It's written by Andrew Grove, who led Intel's astonishing growth and was seen by many as a founding…
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CSAT Stat of the Month

"80% of your future profits will come from just 20% of your existing customers"   What's the background? This is a well-known CSAT stat which is often cited in discussions about customer retention.It is known as the 80/20 rule,…
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Embrace simplicity -
The need for simple feedback tools

Technology is becoming more and more complex. Tools have unlimited configurations, bloated feature sets and complicated deployment requirements. Nowhere is this more true than in the realm of customer feedback. Customer surveys have become lengthy…