Customer Retention

What Price Customer Loyalty?

What Price Customer Loyalty?

In 1964 The Beatles sang “Money can’t buy me love”. 50 years on it is clear that money can’t buy loyalty either. Businesses around the globe have spent large sums of money on loyalty programmes but very often they just don’t seem to work very well at all. Why is this?...

Listen to Your Customers or Risk Losing Them Forever

Listen to Your Customers or Risk Losing Them Forever

Do you listen to your customers? Does their voice carry into the upper echelons of your business? Do you take action to make a positive difference? The answers to all of the above should be a resounding “yes”. "Your most unhappy customers are your greatest source of...

How to Hunt Down Hidden Complaints to Gain True Value

How to Hunt Down Hidden Complaints to Gain True Value

Want more sales? Then, invite more complaints! According to Ruby Newell- Legner in her article "Understanding Customers", for every 1 customer who complains, there may be a staggering 24 others who don’t bother. Worryingly, 9 out of 10 of these could be lost to you...

Are You Missing a Valuable Way to Gain More Customer Loyalty?

Are You Missing a Valuable Way to Gain More Customer Loyalty?

Companies of all shapes and sizes are working hard to promote customer loyalty. There seems no limit to the ingenuity of pre-purchase schemes such as trade-ins on old products, discounted subscription fees or free add-ons. Important as these incentives may be to some...

4 Important Reasons Why Customers Value Product Support

4 Important Reasons Why Customers Value Product Support

Consumers increasingly are looking to manufacturers to support their products long after the original guarantee has expired. Which is why manufacturers should no longer shy away from promoting product support packages for fear of detracting from the quality image that...

5 Ways to Reward Loyalty and Drive Life Time Customer Value

5 Ways to Reward Loyalty and Drive Life Time Customer Value

Today more than ever customer loyalty is a precious and priceless asset. So how should you reward your most loyal customers, encouraging them to buy more and stay with you longer? Here are five tried and trusted techniques: 1. Deliver exceptional quality and service...