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.

Ocado logo in circle

5 things Ocado does to encourage and deal with complaints

This post is inspired by Ocado's excellent complaints handling process. Ocado is one of the world's most technologically-advanced grocery services, using robotics, AI and more to disrupt the market. They set a high standard for customer service…
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2018 online survey trends

Here we present our online survey trends for 2018. 2017 was a rollercoaster year, bringing with it an avalanche of new trends and changes. We believe many of them foreshadow what's to come this year. Online chatter is noisier than ever,…
survey software advantage technologies
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Survey software dramatically ups customer feedback for Advantage Technologies

Advantage Technologies is an IT Managed Services Provider based in Michigan, USA. The company has more than 600 clients in seven states and has been listed in Inc. Magazine’s Fastest Growing Companies in America for 3 consecutive years. Josh…
vanarama customer service case study
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How Vanarama responds to customer feedback in real time

Vanarama is the UK’s largest van leasing broker, with nearly 250 staff selling 1,200+ vehicles per month. It is one of the Sunday Times Best Small Companies to Work For and is a National Business Award winner for Best Small to Medium-Sized…
Finding My Virginity review
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Finding My Virginity: Book Review

Few businesspeople live long enough, or have enough success after their first autobiography, to write a second. As with many things in his life, Richard Branson is the exception to the rule. Branson's original autobiography Losing My Virginity was…
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How user feedback can help you grow

Every business will grapple with growth at some point in time. Maybe growth has slowed down, and you’re not sure how to jump start it again? Maybe you’re growing too fast, and you’re not sure what to focus on? No one can see the future,…
Marin Software Customer Thermometer case study
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How Marin Software obtains actionable customer feedback

The need to understand what customers were thinking is what brought Marin Software to Customer Thermometer, to supercharge their survey workflow. Marin provides an innovative advertising platform that helps organizations harness and unify…
Building customer trust
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How to build customer trust

Making a purchase has always involved some level of customer trust. You trust that the product or service will be as advertised. You trust that the seller will deliver it on time. The seller trusts that you will pay them for their product…
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The Sales Acceleration Formula: Book Review

There are a handful of books, articles and videos that have really helped me on my journey to grow and run the best possible business. Kevin Hale's Stanford lecture, Gail Goodman's keynote and David Skok's blog all leap to mind. I'm now…
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CSAT thought leaders you should follow

The relationship between customers, and the companies they buy from, is changing at breakneck speed. There are billions of us now online. We're engaging in a two-way dialogue with brands. The impact of social media is changing nature of…
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How we source our high converting customer testimonials

“It’s super easy to set up and it really saved us a lot of time, and definitely a lot of money. I’m very pleased.” That’s a quote from just one of our many flattering customer testimonials. Sounds much better coming from them instead…
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Our most popular customer support posts

It's so easy to catch a glimpse of an article you want to read, and then the day overtakes you! So, in one easy digest, here's our roundup of our 7 hottest customer support posts. Takes just minutes to browse and offers a wealth of insight. Why…