Category Archives for customer-loyalty
How to Calculate Customer Retention Rate
Analyzing customer retention can be a tricky business. What matters most? Retained customers or retained dollars? How much do losses matter if they are offset by acquisition? Who is being churned —
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Improve Millennials’ Experience with a Targeted Loyalty Program
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
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What Marketing Needs to Know About Customer Loyalty (Infographic)
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
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The Effortless Experience: An Interview with Matt Dixon, Part 2
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
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The Effortless Experience: An Interview with Matt Dixon, Part 1
The concept of customer effort first began gaining traction back in 2010 when team members from The Corporate Executive Board Company (CEB) published an article in the Harvard Business Review entitled
More...A Look at Our Customer Retention Infographic: The Video Trailer
We have a new YouTube trailer for our infographic When Customers Stick: Customer Retention by the Numbers. Let us know what you think! _________________________________________________________________...
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When Customers Stick: Customer Retention by the Numbers (Infographic)
From small businesses to huge corporations, everyone wants to know the secret to keeping customers. How do we earn repeat business for years and years to come? In the infographic below, we use various
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What Is a Customer Worth? Customer Lifetime Value via SlideShare
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
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What You Don’t Want Me Thinking When I Buy From You
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,
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What Are Customer Complaints? They’re Gifts
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
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