February 16, 2012

What’s the RoI of your customer retention programme?

Business growth generally boils down to two things: How many new customers you can acquire (customer acquisition); and How long you can keep your existing customers […]
October 4, 2010

Customer feedback – when is the wrong time to ask for it?

This is a story of gaining customer feedback and when might be wrong time and place to do it. On Saturday, I was giving a talk […]