Build a Company Customers Love: 44 Essential Reads on Loyalty, Churn, and Customer Retention

by Gregory Ciotti
Earning customer loyalty is an uphill battle — but it is always worth the effort. You’ve seen the data: the Harvard Business School report that showcased how, on average, increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent. Much to your disappointment, you find traditional business publications like Forbes seem content to churn out a ...Read the full article

  • The Value in Wowing Your Customers - 3 readers - A friend of mine in Dallas loves the local Chick-fil-A restaurant. The reason? An employee named Jose once asked my friend’s three-year-old to help with the mopping — and proceeded to give the boy a ride around the restaurant on the mop. For my friend, this was a “wow!” experience, the kind of out-of-the-ordinary event […]

  • How to Write a Customer Survey - 6 readers - Looking for insight into what your customers want? Here's how to ask poignant questions they'll actually take the time to answer.

  • New Research: You’re Doing Customer Experience Innovation Wrong - 3 readers - Companies are striving for market differentiation but aren’t getting results. Here’s why.