• 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.
    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 …

  • 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
     -  Richard F.
    June 13, 2015

    Your net promoter score is a relative reflection of the extent to which your customers say they are likely to recommend you to other people. It is a crude indicator, and is more suitable for internal …

  • 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.
    September 20, 2015

    Our users are where our money comes from. We call the benefit that accrues from individual ones their lifetime value. Although few remain with us forever, it does make sense to keep their dwell time …

  • Insight
     -  Richard F.
    March 13, 2015

    The world of business is alive with tips for connecting with new customers through the power of SEO, social media and other marketing strategies. We go out of our way to lure them in with discounts …