October 20, 2014

How not to handle the option to queue jump in customer service

Recently, EE in the UK introduced a new feature, called Priority Answer, that allows its customers to pay £0.50 ($0.81) to jump the queue on customer […]
March 17, 2012

Honesty and transparency with clients and prospects builds better retention and loyalty

photo credit: dandelionfourteen This is the second of a series of interviews with CEOs that were included in a book I wrote in late 2010 called […]
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 […]
September 27, 2010

Improve customer retention by learning more about your worst customers

What can we learn from our worst customers? Some of the business owners that I meet and work with can find it hard to answer the […]