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 —
More...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
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
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
More...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...We have a new YouTube trailer for our infographic When Customers Stick: Customer Retention by the Numbers. Let us know what you think! _________________________________________________________________...
More...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
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
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,
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
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