Renewals, repurchases or reorders–whatever you call them in your business–are a key component of growth. And, every single customer touch point can affect your retention rate. Recently I flew across country on a no-frills airline. In the online sales process, if you want a carry-on, you pay a fee. If you want to check a bag,… Continue reading Improve Retention Rate through Better Service
Category: Customer Service
The Cost of Losing an Loyal Customer
Updated July 22, 2020 Recently, I broke up with my cable company. It was actually a very painful thing for me to do. You see, I do not like change; I am a loyal customer. I have thought about this breakup for years. I moved into my current home seven years ago and I have… Continue reading The Cost of Losing an Loyal Customer