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Costs

Customer Retention is a Full Time Job

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

Andrew McFarland 13 May 201913 May 2019 How to Deliver Customer Service, What Is Customer Service? 1 Comment Read more

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

Andrew McFarland 15 November 20112 July 2012 Customer Experience, How to Deliver Customer Service 11 Comments Read more

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

Andrew McFarland 18 October 201113 October 2011 Customer Loyalty 3 Comments Read more

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

Andrew McFarland 18 April 201115 May 2012 Best Practices, Customer Service, Influential Factors - Helpful, The Right Kind of Customer Service 1 Comment Read more
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To Fix the Customer Experience, Address Corporate Alignment https://bit.ly/2LHTHRq #cx #customersuccess

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Urgency Without Direction is Chaos https://bit.ly/2LJkYQA #cx #customersuccess

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The Times They Are a Changin’ https://bit.ly/2NUbhPY #cx #customersuccess

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Carpet Ride not so Magical https://bit.ly/2NQWfdC #cx #customersuccess

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What is the Service Recovery Paradox and Is It Real? https://bit.ly/2J2eRcd #cx #customersuccess

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