Are your products right for relationship marketing? A three-part test
Relationship marketing pays off for some products and annoys the customers of others. A three-part test (frequency, involvement, switching cost) sorts yours.
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Loyalty & Retention
Churn, loyalty, relationship marketing, and the long game of keeping the customers you already have.
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Drive profit with customer experience: no-excuses rules 3 to 5
Customer experience and profit meet in three places: the right message, the moment of return, and the frontline. Rules 3, 4 and 5 of no-excuses CX explained.
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Reduce customer attrition with the seven rules of no-excuses CX
How to reduce customer attrition with the seven no-excuses rules: the excuses they answer, the two rules that cut churn fastest, and a one-week inventory.
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Should you fire your customers? A four-question decision path
Firing customers covers two cases with different answers, the unprofitable and the abusive, plus a loud one you must never fire. A four-question path decides.
