Blog & Resources

customer retention

5 Ways to Engage and Understand At-Risk Customers

Most organizations used to lump customers into 2 simple categories:  New customers and “the rest of them.” New customer acquisition is often used to gauge success – the more we gain, the better we're doing! And what about "the rest of them?" They're all ...

5 White Glove Tests to Maximize your Customer Retention

Nuances can be difficult to see, let alone measure. Is that why business leaders seem to be doing their best to only respond to metrics? So many companies are dependent on metrics alone that they often miss small problems that ...

The Problem With Problem Customers

In the December issue of Harvard Business Review, Denish Shah and V. Kumar made the case for why cross-selling to problem customers was a money-losing proposition. These problem customers, their analysis shows, put too much demand on the organization. They ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.