People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...

In the age of digital connectedness, consumers have come to expect efficient and personalized interactions with brands. Most customers are more than happy to take their business to brands that deliver ...

Customer retention is one of the most effective ways to achieve business success, but turning customers into repeat buyers isn’t always straightforward, especially if you don’t leverage ...

It would be wonderful if businesses could keep all of their customers forever. Obviously, this would lead to long-term sustainable growth and immense success. Unfortunately, this is wishful thinking ...

Owners of plumbing and mechanical service companies often pour significant effort into winning new business. Yet customer retention—getting those same customers to choose you again and again—is ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

Most dealerships strive for one common goal — deliver high-quality customer service that drives repeat business. The most effective way to do that is to make sure departments are working together.

Customer retention refers to the percentage of customer relationships that, once established, a business is able to maintain on a long-term basis. Customer retention is a simple concept—happy ...

The internet, computer and technology in general can bring consumers closer to retailers. However, at the same time, the easier access to different retailers can reduce customer loyalty. A recent ...

Quality of work and customer experience are more likely to drive vehicle service customers to return to a dealership for future maintenance and repairs than price, according to a survey conducted by ...

The key to building a successful business is growing your customer base. It’s normal for some customers to stop buying from you. After all, people move, and their needs may change over time. But if ...