Customer Lifetime Value: The Metric Small Businesses Can’t Ignore
If you own a small business, you’re probably considering ways to expand. Finding new customers is undoubtedly one way to accomplish this, and it is something you should do. Is that, however, the only way? Or is there an effective strategy to deal with existing customers? According to studies, you have a 5-20% chance of…
3 Digital Support Sore Points To Get Rid Of
‘We’ve realized that we need to be more focussed on our customers’ needs.’ When I hear such an expression from some managers, I have to admit that I have mixed emotions. On one hand, I appreciate humbleness. On the other, I ask myself where did they live for the last 5 years? That’s why it’s…
Why No News Is Not Good News In Customer Service
When I started working about 20 years ago, a mantra was ‘we must avoid customer complaints.’ That was the first time I heard about customer retention. Today, working as a customer service consultant and trainer, I still see many companies trying to prevent complaints. But in the meantime, technology has dramatically changed customers’ behavior. In this…
