• External Analysis
     -  Richard F.
    March 27, 2016

    The best way to retain customers is through ongoing engagement and superior service. We all believe this, but how effective are we at making these terms a reality? Tom French, a director in McKinsey& …

  • Insight
     -  Richard F.
    February 20, 2015

    Until quite recently, the only members businesses had were customers with accounts. Bookkeepers took care of making sure they paid their bills. For the rest, everybody assumed those customers would …

  • Insight
     -  Richard F.
    November 22, 2014

    Customers are generally frustrated about something when they phone in for assistance, and may be on the verge of losing their temper when they finally reach a customer support member. While it’ …

  • Insight
     -  Richard F.
    October 04, 2015

    Getting a customer to pay twelve months in advance is great for start-up cash flow, but the problem comes at the end of the period when you ask for more money. Suddenly, something that they had …

  • Case Study
     -  Richard F.
    June 25, 2015

    Customer satisfaction surveys are a quick, affordable way to determine a market’s mood, and in particular how consumers view your brand. By using them, you can determine critical points in the …

  • Insight
     -  Susmita B.
    November 14, 2014

    If revenue is the heart of a business, then customer satisfaction can be considered the lungs. A business has to keep its customers satisfied at all times to survive in highly competitive …

  • Insight
     -  Ramu I.
    December 27, 2014

    It can be extremely disappointing to lose subscribers after all the effort and time you have invested in attracting them to your business in the first place. If people are unsubscribing at a rate …