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Customer Retention Articles

Losing A Customer From An Unforced Error

Imagine losing a customer. Now imagine they say, “I love what you do, but I’ll never buy from you again.” Yikes, right?Last week, I had just finished a keynote to a room full of business leaders and was chatting with a few of them. One pointed to another and asked about his shirt. “Hey Chris,

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Customer Retention Articles

The Ripple Effect of Engagement

When you throw a stone in a pond, the first kerplunk creates a ripple that multiplies as it moves outward from the spot where the rock hit the water. Those ripples get bigger as they move farther away from the point of engagement. The same holds true for interactions with people. Every connection has the

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Ali in the Media

The Ripple Effect on the Taking Care In Business Podcast

My journey to becoming a brand loyalty and customer retention expert began a ripple effect that started with a trip to England. And one transformational bra fitting. That moment occurred back in 2004. It led to me writing a book that detailed a new methodology for bra fitting. My method is still being used around

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Ali in the Media

The Rule of 80-20 For Customers on the CX Leader Podcast

The Rule of 80-20 says you get 80% of the distance to your goal with 20% of the effort. In the world of sales, the 80-20 would mean that 80% of a company’s revenue comes from just 20% of its customers. Does that work? Can you apply that “Rule” to sales accurately? Certainly, the perception

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improve customer retention
Customer Retention Articles

Your Opportunity to Improve Customer Retention

In tech, and especially in the world of SaaS, it usually takes more than one year for a customer to become profitable. Even after three years, some customers haven’t hit the profitability mark. When customers leave sooner, it means your company has spent energy, effort and expense to acquire a customer – only to have

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