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.

7 customer service ideas
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7 good customer service ideas that work

Everyone knows how important ‘good customer service’ is. It's an absolutely critical element of customer retention - something we all strive to improve. But how do you achieve it? Here are 7 good customer service ideas that you can get started…
Business books reading list
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Lindsay's summer reading list

As many of us start to ponder reading material for our summer vacation, I thought I would share with you five of the books I have been reading, or rereading, recently. If you're searching for a beachside blockbuster, you'll probably want…
investing in customers
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5 ways to treat your customers as investments

Investing In Customers The people who put their hands in their pockets to pay you are your only source of revenue. So it pays to think of them as investments that you can plan, make and then nurture over the long term. Thinking this way…
Everything Store Jeff Bezos

The Everything Store: Book Review

The Everything Store: Jeff Bezos and the Age of Amazon by Brad Stone was this fortnight's reading material for me. Since one of Amazon's central strategies is customer retention, I was fascinated to read about the inner workings of the business. The…
50 Secrets from the Science of Persuasion Book Review
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Yes! 50 Secrets from the Science of Persuasion: Book Review

Each fortnight I read something interesting from either the Amazon business books list, something I happen across in the bookstore. This week I've been reading Yes! 50 Secrets from the Science of Persuasion by Goldstein, Martin and Cialdini. Now,…
TED talks customer retention

Best TED talks on customer retention

Want to track down the very best customer retention TED talks? It can be tricky - TED talks are known for being extremely wide-ranging in their subject matter. So we've curated the very best customer retention talks here in one place. We…
customer loyalty resources

50 resources to improve customer loyalty

Customer loyalty's an ever-expanding topic. It can be tough to see the wood for the trees. How do customer loyalty and customer retention overlap? What's the latest thinking? How can staff retention affect customer loyalty? What should I read…
customer satisfaction surveys 5 myths

Is your long survey skewing your customer satisfaction results?

Trouble is brewing in the pursuit of customer satisfaction.  The question is, could be the first person in your organisation to realise the implications of an emailed customer satisfaction survey with results that show only 1% or 2% of customers…
CSAT survey get to the-point
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5 reasons why customer surveys need to get to the point

People instinctively understand that their time is precious.  It’s given rise to the idea of the ‘effortless experience’ where time is valued; where brands boost customer satisfaction by providing the smoothest possible service. But…
Client satisfaction thinking
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Effortless experience and what it means for your surveys

To build loyalty, companies need to stop thinking "exceed expectations" and start thinking "make it easy". This is the surprising central premise of a recent book called "The Effortless Experience" by Dixon, Toman and Delisi of CEB. Loyalty…
Customer retention ideas
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How to stop your customers leaving you (part 2)

Following on from last week's very popular post, here is Part 2 of "How to stop your customers from leaving you", Customer Thermometer co-founder Mark's talk at the LITE Conference. If you missed it, you can find Part 1 here. You can also…
stop your customers from leaving you
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How to stop your customers
from leaving you (part 1)

We were honoured to be invited to speak at the fabulous LITE 2015 conference last week. Mark, Customer Thermometer's co-founder, gave a talk on "How to stop your customers from leaving you". Mark outlined 12 critical points, the first 6 of…