Category Archives: Customer Retention

Can proactive customer retention efforts backfire?

I found this note on “When It Comes To Retaining Your Customers, Sometimes It’s Best To Leave Them Alone” very thought-provoking.  Please note particularly: The research involved 65,000 customers of a South American wireless communications firm. Some of the participants were … Continue reading

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What is the best way to prevent customer failures?

I still find this 2006 Sloan Management Review article on How to Prevent Your Customers From Failing very timely.  Please note particularly: “Research indicates that about one-third of all service problems are caused by the customer.  As companies increasingly shift work to … Continue reading

Posted in Customer Collaboration, Customer Experience, Customer Insight, Customer Loyalty, Customer Retention | Leave a comment

Should companies focus on customer acquisition or customer retention?

The choice between customer acquisition and retention is a false choice.  I recommend instead employing a diversified and balance customer lifecycle management approach with customer acquisition, onboarding, development and retention elements. Customer Acquisition, Development and Retention are very connected and have … Continue reading

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Should you reward your own customers or your competitors’ customers?

I found this Shin and Sudhir study on “When to Reward Your Customers” very thought provoking. Please note particularly” “The award-winning paper helps to reconcile a contradiction between marketing theory and practice. Marketing scholars have generally held that in order … Continue reading

Posted in Customer Development, Customer Retention | Leave a comment

Do companies over concentrate customer service on a handful of social media activists?

I found this Schumpeter Too much buzz article on the big opportunities and big problems provided by social media very thought-provoking.  Please note particularly: “Responding quickly to bitter tweets sounds like a nifty way to soothe angry customers. But there … Continue reading

Posted in Customer Complaint, Customer Experience, Customer Retention | Leave a comment

Towards Developing Loyalty Programs that Really Work

The following article outlines several major design considerations for developing effective customer loyalty programs: 1) Define the Purpose and Objectives of the Program From the company perspective, loyalty programs should be designed not only to improve customer retention but also … Continue reading

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How many customers did you lose today?

I found Rita McGrath note on lost customers very instructive.  Please note particularly: “From my vantage point [on a Café Nero in a train station] just opposite the entrance, I was able to observe customers coming and going. I was … Continue reading

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