Heart and Smart

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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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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