Customer Retention Trending Articles

The client, a metro-based trade business, was winning plenty of work but had no clear visibility into true job costs. Quotes were often based on experience and rough estimates, with materials, labour, and overheads not consistently tracked against each job. As costs rose and jobs varied in...

The client, a single-location cafe based in a busy suburban area, was operating without clear visibility into margins or cash flow. Pricing decisions were reactive, costs were creeping up, and the owner often felt unsure whether the business was actually performing as expected. Our approach...

If you think that marketing activity should be solely focused on gaining new customers, you need to read this! New customers are great. Of course we need to market ourselves to new prospects. But how about the people who already know you, like you and trust you.. are you neglecting them? It's...

We want to share two examples of brand trashing and, for complete contrast, a great example of recovery.  Also, we’ll look at a simple formula you can use to think about how well you deliver value to your customers. You must have had experiences where promises made by the organisation that...

We never know where our next client or customer may come from. Have you kept in touch with people from your school, your first place of work? What about the pile of business cards that are sitting at the back of your desk or put away in that box under your desk? Everywhere in your life you can...

Say what? “Mystery Shopping” might bring to mind images of Nancy Drew and her teen friends hitting the mall, but it is actually a very handy business strategy that you’d be crazy not to harness. The idea is simple: You, or someone you trust, phones and/or goes into the stores of your...

Great service is just plain good business, and the great news is that it doesn't have to cost the earth to implement a customer enchantment culture. Great customer service happens one moment at a time, and it is when these moments build one on the other, that you develop a quality customer...

Recently, I was chatting with a small retail business owner. We were discussing why customers were not coming through the door and buying her products.   I asked her, "What is your ideal customer?"  She shrugged, indicating that she was not sure who her ideal customer is. She spread her hands...

During the past few weeks the word “sorry” has been said to me on a few occasions, from suppliers, an insurance company and a colleague. It’s a very easy word to say. In our personal relationships, it smoothes over rough edges and overcomes small annoyances. But where does it belong in a...