Customer Success

MARKETING PET PEEVE: CUSTOMER ACQUISITION VS. CUSTOMER RETENTION

Everyone has their marketing pet peeve. Mine is companies that reward new customers acquisition instead of repeat buyers. And it happens All. The. Time. Just the other night, I ordered food from a delivery company I hadn’t used before. Yep, this new COVID world needed a little variety. As a first-time customer, I got the […]

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THE RULE OF 80-20 FOR CUSTOMERS: THE CX LEADER PODCAST

The Rule of 80-20 says you get 80% of the distance to your goal with 20% of the effort. In the world of sales, the 80-20 would mean that 80% of a company’s revenue comes from just 20% of its customers. Does that work? Can you apply that “Rule” to sales accurately? Certainly, the perception

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A COMMON CUSTOMER EXPERIENCE PROBLEM – AND HOW TO AVOID IT

When responsibility for customer retention is dispersed throughout a company it impacts revenue and relationships with existing customers, but it can also hurt sales efforts with new customers. Fortunately, there’s a simple way to combat these problems.

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HOW TO PREVENT CUSTOMER CHURN

So you want to prevent customer churn? Consider these scenarios: Scenario#1 Picture a high-end jewelry store. Fine jewelry isn’t purchased on any regular schedule, so the business doesn’t always know when a customer wants to make a new purchase. Let’s assume this company offers an incredible in-store experience. They send occasional emails and mailers about

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