It’s a great feeling to win a new customer. It’s equally frustrating to lose a customer your company has spent time, energy and money to acquire. Especially when that customer leaves before they ev...... Read More
When a customer’s experience is underwhelming, they're more likely to leave a company. That’s pretty obvious, right? Customer turnover costs a company money. But focusing on churn alone can lead co...... Read More
When responsibility for customer retention is dispersed throughout a company, you can end up with some unexpected – and negative – consequences. Not only can it impact revenue and relationships...... Read More
The other day, I was talking to a business owner who shared a problem they were having in the business. He said the company was spending a lot of time, money and resources on customer acquisition...... Read More
Have you ever charged enthusiastically into a new project - full of power, swagger and the absolute conviction you would achieve your goals? In your mind's eye, perhaps you channeled Rocky - leapin...... Read More
Business usually try to convert customers into loyalists by giving them what they want. That statement seems obvious... until it's not. Take Milktooth in Indianapolis, for example. The restaurant h...... Read More
To drive customer loyalty, a company must first be able to identify its loyal customers. Seems pretty obvious, right? So what's the exact threshold that defines a loyal customer for your business?...... Read More
Picture a high-end jewelry store. Fine jewelry isn't purchased on any regular schedule, so the business doesn't always know when a customer wants to make a new purchase. Let's assume this company o...... Read More
Asking successful executives to share their failures can be somewhat disingenuous. As a newcomer to Indianapolis, I was curious to attend the inX3 conference and see how Indiana’s tech luminaries c...... Read More
Ah, the joy of the exit interview. No matter why an employee leaves a company, it's an awkward experience. Most of the time, it's reasonable for employees to ask themselves if HR really ...... Read More
