15 years ago (a lifetime in business) there was some debate and even fear surrounding social media and its place in the customer experience. Now social media is an accepted norm (ho hum) and companies must establish repeatable ways to
Since retaining customers is anywhere from 5x to 10x more cost-effective than acquiring new customers, your business ought to start thinking about customer retention as a full time job. In a previous post I remarked about companies that view customer
I read a good Harvard Business Review blog post that discussed when customer loyalty can be a bad. The article is worth perusing, even though the authors have missed the point of loyalty. Customer loyalty is never bad. The argument
The saying “you get only one chance to make a first impression” has never been truer. In an age where information flows quickly and freely customer service must be a reason prospects buy from you and customers return to you.