Customer Retention Articles

improve customer retention

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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Keep Your Customers Lessons In Loyalty

Overcoming Customer Mistakes: Keep Your Customers Lessons in Loyalty

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 …

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Here’s A Common Customer Experience Problem – And How To Avoid It

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.

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 company offers an incredible in-store experience. They send occasional emails and mailers about …

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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 interview, the deed is done. They’ve resigned. …

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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 were celebrating our 10th Anniversary. A warm Happy …

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