Customer retention today is considered a critical factor of success and is more important than mere transactions to building lasting relationships and loyalty. Acquiring a new customer can be ...

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.

A 2018 survey by Gladly found that 68 percent of customers say they’re willing to pay more for products and services from brands known for providing good customer service. Providing outstanding ...

Studies show that increasing customer retention rates by a mere 5% boosts profits by up to 95%, which highlights the importance of prioritizing customer service and delivering an exceptional, ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The business landscape is fierce. Your company is competing not only with your direct ...

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 ...

CEO and Founder, The EQ-i Coach; author of Emotion at Work: Unleashing the Secret Power of Emotional Intelligence; public speaker and coach. What do you do when you have numerous stores to run, loyal ...

There's nothing like the rush of customer acquisition for marketers. But is it worth the time and effort? Customer retention is simply not as sexy as acquisition. It’s a bold statement, but it’s true.