A better product or a more competitive price may spur customers to take their business elsewhere, but most depart over customer service issues. In a recent consumer study conducted by UCLA, 68 percent of respondents [Read More]

It seems counterintuitive. Bad profits? But Fred Reichheld, a director emeritus and fellow at Bain & Co., has a strong message for businesses that are shoring up the bottom line at the expense of customer [Read More]

The importance of earning customer loyalty cannot be overstated. It is, after all, a good way for companies to stay profitable. But to the authors of Loyalty Myths, placing loyalty above all other business concerns [Read More]

Ask the average CEO to describe his or her company and you’ll probably hear, “We make the world’s fastest semiconductors” or “We offer a broad range of financial services.” This misses the crucial point, says [Read More]

Seth Godin is an infectious agent of change. With several books under his belt (most notably the best-sellers Permission Marketing and Purple Cow), a rigorous schedule of speaking engagements, and a shaman-esque wisdom about direct [Read More]

For most organizations, knowing how to keep customers from straying is akin to finding the Holy Grail. Only a select few have mastered this challenge and made it to the top of their industries. To [Read More]

No customer relationship is quite as passionate, or as fraught with peril, as that between a fan and a professional sports franchise. All you have to do is take a trip to Chicago’s Wrigley Field [Read More]