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Under the Surface Part 2

How do customers decide whether they’re going to continue to do business with you, or look for another store? It would be nice, of course, if they were to let you in on the decision, and give you a chance at trying some of your best customer retention strategies, but all too often, this is …


Retaining vs. Replacing Customers Part 2

In the last post, we talked about some of the actual costs of replacing customers that you’ve lost, rather than keeping the ones that you already have, the possibility that there may be no replacements, the cost of recruiting new customers, and the time required before they become profitable. Well, as you may have suspected, …