Keeping customers happy and preventing them from being lured away by your competitors is a key strategy to having a stable customer base and healthy revenues. Part of a successful customer retention strategy is ensuring that customers know that they are valued and not viewed as a commodity that you can replenish as needed.

Businesses across the world are realizing that they need to figure out how to sift through the megatons of information that is being shared about them via social media amongst customers, ex-customers, prospective customers and more. It’s extremely important to pay attention to the information being posted online about the impressions that people have of [...]

In my years as a research consultant, I’ve never found a tool with as much bang for the buck as win/loss analysis.   For those who aren’t familiar with the concept, win/loss studies work like this:   Get information from your sales team or contact database to identify accounts that you ‘won’ and those that [...]

It sounds so obvious. Is there anything more important in your efforts to keep customers happy? I’m in the middle of a situation with Samsung where my new networked printer isn’t working because it requires a new network card.   Samsung handled things great.  After several support calls that didn’t fix the situation, they realized [...]