Customer retention is on the minds of small and medium-sized businesses across the world. With rising customer acquisition costs, businesses need to innovate and assume a proactive role in retaining clients. Studies from the U.S. Small Business Administration and U.S. Chamber of Commerce have found that acquiring new customers can cost as much as five to … Read More →
Customer experience marketing is about putting the customer at the forefront of your marketing strategy. Instead of trying to sell customers on features and benefits, shift your mindset and think about them. Why do they want to engage with you? Why are they reading or viewing your marketing material? If you only do marketing to get … Read More →
As 2014 gets back into full swing, I want to highlight some of our most popular blog posts in 2013.
What a year for the Client Heartbeat Blog. We started from nothing, 0 subscribers, 0 visitors and no blog. By years end we built a blog and newsletter that now helps over 12,000 business professionals every month.
Difficult customers are part and parcel of doing business. Companies who know how to deal with difficult customers the right way can reap the benefits of high customer satisfaction and increased customer retention. I know you’ve experience a similar situation to this. One of your important clients calls you on the phone, screaming down the … Read More →
Identifying unhappy customers is a tough gig. At Client Heartbeat, we do it every day for 100’s of companies. So, what makes an unhappy customer? By doing some research with our customers, we’ve come up with the most common indicators that a customer might be unhappy. Use this checklist today, and start retaining more customers … Read More →
Increase customer lifetime value by focusing on five strategies; building long term relationships, creating strong brand loyalty, up-selling and cross-selling at every opportunity, using the right incentives, and offering superior service across multiple touch points. ‘The purpose of a business is to create a customer and grow that customer’ – Peter Drucker For those unfamiliar … Read More →
Keeping customers happy is a full time job. Delighting customers with educational content can help you add more value and create a dependency that builds sticky, loyal customers. Let me guess, you’re probably doing content or inbound marketing at the moment to drive new leads and customers. Why stop there? I challenge you to extend … Read More →
Do you want to retain more customers? A customer retention program is the best way to increase retention, reduce churn and grow revenue. Research by HBR found that an increase in customer retention by just 5 percent, can lead to an increase in profit by 25 to 95 percent. That’s a serious stat that can’t … Read More →
In sport, we like to say, “you’re only as good as your last game”. In business and customer service, I like to live by, “you’re only as good as your last customer”. Your customer retention rate is the key factor to determining how good your customer service is and how quickly you can grow your … Read More →
Your customer churn rate has a direct impact on your customer lifetime value and the ability to grow your business. If your customer churn rate is higher than 10%, then even if you bring on 10% new business, you’re not going to be able to grow. In fact, you’ll be burning money on marketing … Read More →