Customer Retention

It is logical to think that a person’s social network influences their buying behaviour.  If my friend likes Company X, they will probably tell me

Customers, just like products, tend to progress through a lifecycle. In this case, a “customer lifecycle”.  If you manage this process properly,  you will have

The post, Creating a culture of customer advocacy by Rob Markey raises a subject that I’ve chatted with clients a lot about over the years. 

When trying to drive improvements in your customer experience, one key is understanding exactly what drives change in the customer’s perception of their experience. Often,