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
Customer Experience Dead Ends
A friend of mine relayed a recent experience with Ikea and the first thought that popped into my head was – ugh, a customer experience dead end! He’d purchased some furniture like chairs, tables, bed, mattress etc. The majority of
Customer Relationship Problems – Telltale Signs
Facebook knows people are poised for a break up even before they know. Turns out that certain indicators provide early-warning signs that something isn’t right. Don’t you wish you knew as much about your customers as Facebook knows about your
Integrating Social Media into a Customer Experience Strategy
Depending on your perspective you may view social media as either panacea or money pit when delivering a customer experience. Molly Flatt considers a similar question in her article Social customer service: a must-have or a let-down? The answer is