Customer disloyalty happens. When we fail to meet customer requirements after we initially attract and win their business. When customers become disenchanted, their loyalty is jeopardized. The next step is customer defection. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees. These gallant individuals deal with disgruntled… [Continue Reading]
Are We reinforcing our organization’s Customer Disloyalty Program?
Relying on a Canary in the Coal Mine Customer Retention Plan?
The canary in the coal mine customer retention strategy is one, lame, post-sale way of caring for customers. Yet, this strategy is alive and well in organizations of all sizes. In the not-so-distant past, coal miners carried a cage of live canaries into the mine each day. If a bird died, their demise indicated a… [Continue Reading]
Ignoring Customer Retention Benefits can become Costly
Are you ignoring customer retention benefits? They positively impact the profitability of your organization. If the focus is on rate of customer churn instead of today’s version of digital customer retention, chances are your organization is playing defense instead of offense. Customer churn is measured by the number of customers who terminate their relationship with… [Continue Reading]
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