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
Moneyball, Metrics, and the Customer Experience
If the customer experience profession can learn one thing from Moneyball it should be that tracking the wrong metrics can be expensive and lead to the wrong result. Part of the Oakland A’s success arose because they turned away from
Zappos Customer Service Stumbles, Doesn’t Fall
If you follow customer service industry you may be aware that Zappos, renowned for their service, had some recent issues. Upgrading its Warehouse Management System (WMS) caused Zappos to delay customer order shipment. This stumble is important only because it
Why What You Want Doesn’t Matter
Ever get unsolicited calls from someone trying to sell you something? I got one the other day and was reminded why they are generally unsuccessful. The salesperson went through a brief introduction of himself and his company (they outsource technical