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.

phs Compliance csat case study
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Putting customers at the heart of phs Compliance's service

Since its formation in 1991, phs Compliance has enjoyed substantial growth. It is now a major provider of property and facilities management services, employing over 500 people and delivering over 14 million compliance inspections across 35,000…
Customer Experience 3.0: Book Review
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Customer Experience 3.0: Book Review

Ahead of our visit to Forrester’s annual CXNYC event in June, I spent a long-haul flight taking notes from John A. Goodman’s Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service. Drawing on over 40 years of experience…
CX NYC 2019 Conference Agenda
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CX NYC 2019 Conference - our top picks

The agenda for the imminent Customer Experience NYC 2019 conference is now available from the Forrester.com website. Here’s our breakdown of what’s taking place. (And don’t forget that this is your opportunity to come and say hello to…
Combatting MSP churn
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Combating MSP churn

We’re into the second full day of Kaseya's ConnectIT 2019 event. One of the major topics of content and conversation here at the event so far has been how to combat MSP (Managed Service Provider) churn. In a world where customers are deeply…
How MasteryPrep raised the bar in feedback excellence
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How MasteryPrep is raising the bar in feedback excellence

College prep is a serious business, especially in the US. However, only one in four students score college-ready on the ACT (The ACT is a standardized test used for college admissions in the United States) For low-income and minority students,…
When to Send a Customer Satisfaction Survey
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When to Send a Customer Satisfaction Survey

Customer satisfaction survey response rates are influenced by a multitude of factors, many of which we’ve discussed previously. One of the most important is timing. The day of the week, the time of the day along with the time delay between…
Enterprise Feedback Management - What You Need to Know
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Enterprise Feedback Management - What You Need to Know

Today’s customers and clients interact with businesses, organizations and suppliers via multiple channels. Email, telephone, social media, online forms, knowledge bases, customer portals, SMS text, online chat, mobile apps and face-to-face…
ParentPay CSAT
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ParentPay Passes CSAT Exam With Flying Colors

Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school…
How to Wow: Book Review
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How to Wow: Book Review

This month we review the excellent How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing by Adrian Swinscoe. Adrian is an ex-teacher, economist and manager with experience in organizations such as Shell, the FT and the…
measure transactional nps customer thermometer
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How to measure Transactional NPS

Pick a customer and imagine it’s the only one you have. Your first or your best – it doesn’t matter. With only one customer, you can afford the time to invest in understanding their motivations and be responsive to changing needs. But…
5 Inspiring TED Talks to Drive Customer Success
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5 Inspiring TED Talks to Drive Customer Success

We love TED talks, and we are not alone. Back in 2015 TED talk videos were viewed more than 3 million times per day and that number has grown enormously. We like TED talks because we always learn something and they are quite short in length,…
7 Top Customer Success Blogs
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7 Top Customer Success Blogs

Customer success has been an important trending topic for over 5 years. There is no doubt that, as we move increasingly toward a subscription economy, understanding the factors affecting customer success is essential to retain those valuable…