Tag Archives: customer retention

Customers: Lost & Found

October 17, 2011 – 3:54 PM

This is why you think the customers that you have lost have stopped doing business with you: •    Can’t compete on price •    Key contact left the company •    Bad customer experience •    Ummm… don’t know why In reality, here are some real reasons they gave as to why they stopped doing business with you: [...]

By knowledgence associates | Posted in Business, Sales | Also tagged | Comments (0)

Customer Retention – What is it, Really?

June 15, 2009 – 12:17 PM

It wasn't so long ago, when people said "customer service," it meant a group of fairly low-salaried people in cubicles, wearing headsets, struggling to answer questions and complaints from customers.  Then came a period of enlightenment, when someone said "Customer Service is NOT a department!  It is a business philosophy and part of everyone's job!"  [...]

By knowledgence associates | Posted in Business, Customer Service | Comments (3)

“You Can’t Always Git What You Want…

April 23, 2009 – 6:57 PM

… but if ya try sometime, you just might find, ya git what ya need.” I doubt that Mick & Keith had customer service in mind when they penned that song.  Nonetheless, it does apply. I write a lot about customer service issues, and its enormous contribution to an organization’s customer retention.  In this blog, [...]

By knowledgence associates | Posted in Customer Service | Also tagged | Comments (0)

Customer Relationship = Customer Retention

April 16, 2009 – 6:54 PM

In a good blog post, called It's the Relationship, Stupid, the author (one of the principals from My Creative Team, in Charlotte, NC) talks about the difference one new manager made in turning a local restaurant from good to great.  This manager inherited a restaurant where the author had experienced pretty good food, but pretty [...]

By knowledgence associates | Posted in Business, Customer Service | Also tagged | Comments (3)
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