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 Success Sign
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How to keep your customers once the recession ends

In 2009, John Quelch of Harvard Business School wrote a watershed article for the Harvard Business Review, describing how customer behaviour changes dramatically in a recession.He explained how there are 4 different kinds of buyers - 'slam-on-the-brakes',…
GetResponse-survey
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Getting low average online survey response rates?

Are your average survey response rates worryingly low? Are you looking for a way to improve them? There have been a flurry of articles on so-called 'survey fatigue' recently, ranging from Information Week to the New York Times.These articles…
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Don't survey... solve!

I chanced upon a fascinating statement on a blog today. In it, the writer talks about his experience of raising tickets with a an IT support company.He says that despite being sent myriad surveys to gain a sense of his general customer satisfaction,…
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Customer Thermometer College launches today

We are pleased to announce the launch of Customer Thermometer's free online college today.The college features bite-sized video training on all aspects of using Customer Thermometer, from creating email surveys that generate great responses,…

How to cut your client attrition rate in half. In 2 months.

Recently, we received one of those emails you dream of receiving from a customer of Customer Thermometer. It said: "I must say I absolutely love your program - I think you've changed the very future of my company! Thanks! " Whatever you do,…
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Ask bland questions? You'll get pointless results.

I recently met with a large residential cleaning company. They had been running an online customer satisfaction survey every year for 3 years and wanted to find a new way of doing things.In the spirit of co-operation, they shared their…
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2 min takeaways: next-day countdown (Kiddicare)

A great example of excellence in customer service Here's a great little idea for anyone serving customers online. Why not have an online countdown showing how long the customer has left in the day before the next-day delivery option expires?Kiddicare,…
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Customer experience ideas in 2 minutes: Stew Leonard's thankyou notes

Seth Godin's book Purple Cow has a case study on Stew Leonard's grocery store. Stew, the owner, had a comments box by the door. Whenever a customer put a comment into the box, Stew would personally write them a note to say thank you. On the…
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Customer experience ideas in 2 minutes: Fastpass (Disney)

Want some customer experience ideas? Fastpass was introduced at Disney parks in 1999 (though, according to Wikipedia, the idea of a ride reservation system was first introduced in world fairs), Fastpass allows guests to "reserve" a time to…
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BIG marketing for small business

We are delighted that our co-founder Mark Copeman has been interviewed by Tim and Luke on the very well-followed and inspiring "Small Business Big Marketing" podcast. And have been both excited and touched by the number of great businesses…
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Voice of the Customer programs need a better story

So says Andrew McInnes of Forrester in a blog post out today. He argues that Voice of the Customer (VoC) programs are delivering benefits for customers but having no financial impact. He quite right argues that this disjointedness can't continue…

5 reasons you should encourage your customers to complain

Customers Complaints Will Force You To Improve Your Product/Business My experience over the last 10 years running my own businesses tells me that inviting complaints from customers is one of the very best ways to improve customer retention.I…