It’s always worthwhile to take a closer look at statistics, and see what they actually mean. Consider the following statistical tidbits (both from McKinsey): An average company loses between 10 – 30% of its customers annually, and Only 12% of current marketing spend is on customer retention. It would be easy to look at those …
Have you ever caught yourself saying to an unhappy customer, “Well, we’ve had consistently high customer satisfaction ratings over the past ten years, so…”? If you have, that’s a signal that it’s time for you to stop and take a good look around to see what you’re doing, and what you’re not doing, because if …
“But really,” you might ask, “what’s so important about having engaged customers? Do they actually need to do anything but come in and buy what they’re selling, and do we actually need to do anything but sell them what they want? If we do a good job of advertising, and keep our shelves stocked, shouldn’t …
