September 18, 2012 September 18, 2012Mapping Surveys to the Customer JourneyAvoiding the trap of surveying too early, too late, or too many things at the same time. Many companies diligently survey their customers and work hard […]
August 21, 2012 August 21, 2012Customer service drives repeat business and higher customer lifetime value – even Shell now gets itThere was an article in the Daily Record last month (Store bosses tell staff to put customers first to win business) that caught my eye as […]
July 24, 2012 July 24, 2012Making your customers successful is a great way to retain them – Interview with James Freedman, CEO of ZoneThis is the tenth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […]
July 7, 2012 July 7, 2012Customer retention: Increase customer switching costs by doing something that is low revenue, constant but difficult to replace for the clientsThis is the ninth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […]