Customer Retention

The best customer retention initiative to implement for a specific customer often depends on their position in the customer life cycle.  What’s more, often the

It is logical to think that a person’s social network influences their buying behaviour.  If my friend likes Company X, they will probably tell me

Deciding when and how to contact your customers to maximize customer relationships is an ongoing task for every organisation.  Getting the delicate balance between too

Customers, just like products, tend to progress through a lifecycle. In this case, a “customer lifecycle”.  If you manage this process properly,  you will have

The post, Creating a culture of customer advocacy by Rob Markey raises a subject that I’ve chatted with clients a lot about over the years. 

When trying to drive improvements in your customer experience, one key is understanding exactly what drives change in the customer’s perception of their experience. Often,