Local David vs. Big Box Goliath

Posted by on Jul 24, 2012 in Blog, Customer Retention, Customer Service, Marketing | 0 comments

Local companies can be more than competitive with big box, big chain competitors. Here’s how.


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The “Oh Duh” Way to Acquire New Customers

Posted by on Apr 3, 2012 in Blog, Customer Acquisition, Customer Retention, Customer Service | 0 comments So here’s the headline and the lead of the article… Positive Customer Experience Drives Loyalty, Revenues There is a high degree of correlation between customers’ experiences and their likelihood to recommend a company and consider purchasing more products and services from that company in the future…Source: MarketingCharts.com And when I read it my reaction was “Oh...
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What Your Customers Really Think

Posted by on Jul 23, 2008 in Customer Retention, Customer Service | 0 comments Marketing Sherpa provides great information and guidance on what works, and doesn’t, in all aspects of marketing. They recently published a chart reflecting the results of a poll conducted with webinar attendees. The results, if you’re a vendor, should be eye opening. Why do you lose business? Why does your customer loyalty stink? The lie we tell ourselves is that our competitors...
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Customer Retention, Part 2

Posted by on Jun 19, 2008 in Customer Retention | 2 comments Worth repeating (from the American Marketing Association newsletter)… A two-percent increase in customer retention has the same effect on profits as cutting costs by 10 percent.1 — 1 Business Gain from How You Retain, CMO Council with CSC, IBM and Dun & Bradstreet, April...
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OpenTable – Very Nice Post Event Marketing Follow up

Posted by on Jun 17, 2008 in Calls To Action, Customer Retention, Marketing | 0 comments Whether you sell products or services you can steal a page from OpenTable.com‘s approach on how to follow up with your customers. OpenTable is the leader in providing online restaurant reservations. They do an excellent job on the front end whether you know where you want to dine or are looking for suggestions. We had an opportunity to use them to book reservations for Fathers’ Day...
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Are Your Customers Happy? Ask One Question to Find the Answer…

Posted by on Jul 29, 2007 in Consumer Confidence, Customer Retention, Marketing | 0 comments What’s the question? Would you recommend this product (or service) to a friend (or colleague)? I came across this gem in a pile of articles (Business 2.0, September 2005, The Only Question That Matters) that have been gathering dust waiting to be filed on my desk. This question is derived from consultant Fred Reichheld‘s work in the area of customer satisfaction. He found that rather...
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