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.

Customer Service and Satisfaction Statistics for 2019
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Customer Service and Satisfaction Statistics for 2019

Customer experience and delivering high levels of customer satisfaction is now the top priority for all forward-thinking businesses. Customers are no longer basing their loyalty on brands, products and prices. Their loyalty is far more dependent…
Measurable Customer Service Goals with Examples
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Measurable Customer Service Goals with Examples

Nobody would argue that customer service and support isn’t vitally important. Customers will not repeatedly purchase products or services from a business that has failed them in some way. Customer loyalty, these days, is greatly influenced…
Doughnut Economics: Book Review
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Doughnut Economics: Book Review

Kate Raworth is an Oxford University-based economist who specializes in writing about the specific challenges the 21st century brings with it. Her recent book, Doughnut Economics gives an insight into many of the modes of thinking the upcoming…
quirks-event-review
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Top takeaways and quotes from Quirk's Event London

Earlier this week I went to The Quirk's Event in London. The Quirk's Events are market research and customer insight focused. They are held all over the world and the London lineup featured speakers from Salesforce, Microsoft, Molson Coors,…
Ultimate Guide to Customer Effort Score CES
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Ultimate Guide to Customer Effort Score CES

Assessing customer experience and quantifying customer satisfaction can be achieved using various metrics, as we have previously highlighted. A particularly useful metric that tends to correlate closely with customer loyalty is Customer Effort…
6 Customer Expectations Management Tips
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6 Customer Expectations Management Tips

Customer expectations management can be very challenging indeed. Your clients and customers will all have their own expectations of your business or organisation and these can be enormously varied. What’s more, their expectations will change…
The Cyber Effect review
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The Cyber Effect: Book Review

Mary Aiken works in the fascinating field of Cyberpsychology. Her career spans roles at the prestigious University College Dublin, the Cyberpsychology Research Network and Europol's Cybercrime Center. She has also trained at the White House,…
5 customer-centric habits of the most successful companies
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5 customer-centric habits of the most successful companies

Highly successful businesses have a great reputation for treating customers well. In other words, delivering a great customer experience (CX). In each business, the customer profiles are different, as are customer journeys and expectations…
Net Promoter Score - How to Use NPS to Grow Your Business
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Net Promoter Score - How to Use NPS to Grow Your Business

Net Promoter Score (NPS) is a metric that is widely used to measure customer loyalty. It was developed by Fred Reichheld, a best selling author and business strategist, Bain and Company, a global management consultancy, along with Satmetrix.…
Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction
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Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction

The latest international best practice on customer satisfaction from the ISO standards body builds upon work started more than 30 years ago. A lot has changed in that time, though many principles remain the same: happy customers are worth…
Use the 4 Levels of Customer Satisfaction to Build Retention
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Use the 4 Levels of Customer Satisfaction to Build Retention

If you are in business you will hopefully already appreciate the high value of customer loyalty. While of course it is great to be continually attracting fresh, new customers and clients these can cost more to acquire and don’t spend as much…
How to Avoid Losing A Major Client
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How to Avoid Losing A Major Client

Most, if not all, organizations will have a major customer or two. These are the key accounts that have a significant part to play in your business success; potentially ruining your year (or, at the other end of the spectrum, doubling your sales)…