But what about customer lifetime-value? Are customer service managers really doing the company a favor by ditching the pesky customer who just wants to complain? More and more, some companies are taking a gamble on the likelihood of a disgruntled customer giving up on...
By Dorsey & Company Associate and Guest Writer Mark Bogomolny This post-holiday season may find many families staying indoors, cutting back on spending and enjoying more meals in-home. Some of those meals may include trials of meal kits received as gifts or...
If asked, most in business wouldn’t hesitate to say “yes, we love our customers – at least we appreciate them immensely.” To show their appreciation, many product or service providers may offer any manner of incentives to encourage repeat purchase such as discounts,...
Even if you think you have no competition, it’s always ‘out there’ A scary thought, isn’t it: that after so much reassurance that there was no ‘boogey man’ under your bed, he actually does exist – and has all along. Far be it from me to try and scare anyone, but I...
They’re NOT your friends and you won’t win any more by trying to be like them No one ever wins based on their capacity for imitation. Big Banks Big banks face enormous fixed costs for human resources, product development, capital systems and equipment, marketing and...
A new study from Samsung summarized in The Financial Brand confirms what we’ve learned in solving sales and customer engagement problems for community banks. For the majority of banks – community banks in particular – true competitive advantage is still where...
