Are competing customer retention cultures crippling your organization or association? Often, businesses remain blissfully unaware that employees perform at cross-purposes to one another. Professionally, functionally, emotionally and purposefully. First, competing customer retention cultures are sustained within traditional departmental silos and business models. Here we go again. Sequestering employees in well-entrenched departmental silos reinforces specific professional… [Continue Reading]
Why do Organizations have Competing Customer Retention Cultures?
Customer Retention Strategy or Customer Churn Strategy?
Ever think that your organization’s or association’s customer retention strategy may actually function as a customer churn strategy? First, assuming that you have a customer retention strategy in place, when is the last time you did a forensic analysis of strategy effectiveness? Then, when is the last time this strategy was updated? Many organizations and… [Continue Reading]
Retaining Customers requires All Hands on Deck
Why do initiatives on retaining customers still feel like a bunch of isolated actions? Provided by people in separate departments. With different functions. All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is… [Continue Reading]
Professional Intimidation and Us versus Them Mindset
All of us experience professional intimidation during the course of our careers. And, some of us continuously experience this type of workplace intimidation. Why is that? Ultimately, Yesterday’s business models tend to reinforce departmental silos and Us versus Them mindset. Often, these old school business models allow the folks with the most degrees, education and… [Continue Reading]
Why tread water in an Us versus Them Business Model?
Are you treading water, feeling all alone, within an Us versus Them business model? This business model segregates employees within discipline-specific silos. Culturally, departments hoard information within their specific silos, rather than sharing and collaborating across the organization. As a result, each department’s territoriality can add up to organizational compromise, competitively. As a result, you… [Continue Reading]
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