My latest articles.

Customer Retention
Ali Cudby

The Key to Customer Retention

I asked who was responsible for customer retention in his company. He looked startled by the question and replied, “Customer retention is everybody’s job!”

The idea that “everybody” is responsible for customer retention is a common belief, yet it’s fundamentally flawed. Worse, it can actually contribute to customer turnover.

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Customer Retention
Ali Cudby

How To Prevent Customer Churn

So you want to prevent customer churn? Consider these scenarios: Scenario#1 Picture a high-end jewelry store. Fine jewelry isn’t purchased on any regular schedule, so

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