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The Key to Customer Retention

The Key to Customer Retention

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, and the conversion process was going well. The problem started after...
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....
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...
The Least Expensive Way to Boost Your Profits

The Least Expensive Way to Boost Your Profits

Maybe this makes me weird, but I really enjoy going to my dentist. Don’t get me wrong – I’m no masochist. I don’t understand why modern dentistry means scraping my gums with sharp hooks. And then making comments when my gums bleed. Uh, hello? You just jabbed some...