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If Ali helped create it, here’s where you’ll find it.
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 even become profitable. While companies often have robust ways to support getting new customers, they often don’t apply the same dedication to
I can remember a high school guidance counselor telling me to “turn obstacles into opportunities.” Being a too-cool teenager, I thought the phrase was dumb. In hindsight, there’s a lot of wisdom packed into those four words – especially when it comes to customer relationships. Case in point – a friend of mine is a
When responsibility for customer retention is dispersed throughout a company it impacts revenue and relationships with existing customers, but it can also hurt sales efforts with new customers. Fortunately, there’s a simple way to combat these problems.
I appeared on the Gut + Science Podcast. Podcast host Nikki Lewellen and I discussed ways to increase business loyalty. Here are a couple of highlights: 1) Employee engagement and customer loyalty are connected. A customer’s experience is almost always tied back to how your employees are engaging with them. 2) Seen. Heard. Valued.
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.