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The Key to Customer Retention

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.
How To Prevent Customer Churn

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 the business doesn't always know when a customer wants to make a new purchase. Let's assume this...

Ditch The Exit Interview – Consider This Instead

Ditch The Exit Interview – Consider This Instead

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 wants to get meaningful feedback. After all, by the time someone is in the exit...

The Smart and Heart of Your Business

The Smart and Heart of Your Business

Combining the smart and heart of your business turns customer experiences from good to great. I was impressed. Although I had reserved the room at Hotel Erwin through an aggregator booking site, the hotel had followed up with an email. In my reply, I shared that we...

How Is Customer Information Like A Gun?

How Is Customer Information Like A Gun?

There's an old quote by the playwright Chekhov. It's not technically about customer information, but it could be. The quote goes something like this... "If you introduce a gun at the beginning of a play, it should be fired by the end." In other words, you must stay...