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Guest Poster: Kristen Gramigna Kristen Gramigna is Chief Marketing Officer for BluePay, a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. Building a base of loyal customers can be one of the most […]
Improve Millennials’ Experience with a Targeted Loyalty Program Read More »
Customer retention and loyalty are significant profit drivers for most organizations, as we demonstrated in our own customer retention infographic a few months ago. In most cases, retaining existing customers is more profitable than acquiring new ones. Are you spending more on marketing than you are on maintaining your current customer base? Statistics on retention
What Marketing Needs to Know About Customer Loyalty (Infographic) Read More »
Last Thursday, we released three short video clips in Part 1 from our interview with Matt Dixon, coauthor of The Effortless Experience. Today, we are pleased to share the entire interview, which centers primarily around the idea of customer effort. The concept of customer effort first began gaining traction back in 2010 when team members
The Effortless Experience: An Interview with Matt Dixon, Part 2 Read More »
We have a new YouTube trailer for our infographic When Customers Stick: Customer Retention by the Numbers. Let us know what you think!
A Look at Our Customer Retention Infographic: The Video Trailer Read More »
On November 29, 2011 we posted a “back of the napkin” guide for calculating the economic value a customer brings over their “lifetime” with a business. We designed Understanding Customer Lifetime Value: A Non-Geek’s Guide as a thorough, yet non-academic, approach to determining the lifetime value of customers The step-by-step process of determining customer lifetime
What Is a Customer Worth? Customer Lifetime Value via SlideShare Read More »
The other evening my wife and I were discussing where to go to dinner when I said, “Let’s go to that place with the fancy nachos I like; you know, the one with the crappy service.” Unfortunately, she knew exactly which place I meant. Restaurants deliver a product and a service, and the best ones
What You Don’t Want Me Thinking When I Buy From You Read More »
I mentioned authors Janelle Barlow and Claus Moller in a post a few weeks back entitled The Nicest Customer Service Complaint of All. Barlow and Moller are the authors of the popular customer service book called A Complaint Is A Gift. In some ways, the title says it all. A Complaint Is a Gift flips
What Are Customer Complaints? They’re Gifts Read More »
…I have failed. Not every customer lost is a failure. People move out of the market, people lose the ability to pay, and people’s needs change. Yet, if I look at my lost customers, the great majority represent a failure on some level.
If I Lose a Customer… Read More »
The Ritz-Carlton’s customer service is legendary, but how do they achieve it? One way is by empowering and training their employees to solve customer issues in real time. It is a customer service model that few hotels follow. However, if you’re one of their customers, it’s good news, because the Ritz-Carlton will spend $2,000 to
The Ritz-Carlton’s Famous $2,000 Rule Read More »
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