You Don’t Know What You Don’t Know
How many of your customers and clients that once bought from you, aren't buying from you any more?
Do you know your current attrition rate?
Surprisingly, most companies don't have a
Category
Retention
Why Your Customer Loyalty Efforts Stink (and What to Do about It!)
As anybody who’s read Evergreen knows, there’s a lot more to creating enduring loyalty than simply trying to create great experiences for customers. There are certain patterns that are consistently
How Much Do You Tip a Barber in Uzbekistan?
How much do you tip a barber in Uzbekistan? There's never been a reason for you to know, just like there's never been an explicit expectation that your customers will
Customer-Focused or Narrow-Minded Focus?
Here's a short story explaining what's wrong with too much focus on getting new customers and not enough on keeping your existing customers...
5 Keys of Customer Retention
I've talked about the Stick Letter before. What happens after the sale is critically important to the life of the customer.
The rest of the business of "customer keeping" really boils down to
Hearing Static
It’s all about the connection. Loyalty is the result of the relationship between customer and company.
Customers buy because of both emotional and intellectual needs. Your company has something they want
Glad To See They’re Listening
In THIS post I wrote for Fast Company Magazine back in October I described how Groupon has monumentally screwed up, and how it can save itself.
While reading the news this
New White Paper – Stop Driving Your Customers Away
Today I'm releasing a new White Paper titled "Stop Driving Your Customers Away - A revolutionary framework for retaining customers, reducing customer attrition, increasing brand loyalty, and dramatically increasing your
The Ultimate Guide To Building a Recurring Revenue Business
There's a pretty long, yet awesome, post over at Maneesh Sethi's Blog, HackTheSystem.com, called "The Ultimate Guide to Building a Recurring Revenue Business."
You may have heard of Maneesh recently, or
Can Groupon Be Saved?
My latest with Fast Company Magazine can be found here:
http://www.fastcompany.com/3001656/how-groupon-can-save-itself