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Travis Jamison

Customer Lifetime Value: The Metric Small Businesses Can’t Ignore

Customer Lifetime Value (CLV)

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…


Paolo Fabrizio

3 Digital Support Sore Points To Get Rid Of

Digital Support Sore Points

‘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…


Paolo Fabrizio

Why No News Is Not Good News In Customer Service

no news is not good news

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┬áretention. 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…