Customer Retention

Lessons From the Dragons: How to Make Your Audience Your Best Asset

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A bath product innovator captures a multi-million dollar market in Dragons' Den Season 11 Episode 18

Why Good Enough Isn’t Good Enough When It Comes to Customer Service

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The thing that sets great companies apart is obsessive attention to the customer experience

Why You Should Stop Sending Your Vendors and Clients Holiday Gifts

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The trinkets firms traditionally send out at this time of year aren't worth the paper they’re wrapped in

Why Startups Should Sell to Big Companies First (and How to Land Them)

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W100 winner Carol Leaman ignored the conventional "start small" growth model and pursued billion-dollar companies straight out of the gate

Why Great Customer Service Is the Best Kind of Marketing

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Finding new clients is expensive—and getting more so. Focus on keeping existing ones happy

How to Boost Your Bottom Line by Letting Some of Your Clients Go

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This W100 winner took a big risk reducing her customer count by 15%, but the payoff—profit growth of 30% and more meaningful work—was worth it

5 Ways to Lose Clients Without Really Trying

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Simple mistakes and shortcomings can cost you current customers, and prevent you from attracting new ones. What not to do

How to Miss Your Deadline But Keep the Client

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Every company strives to meet time targets, but problems inevitably crop up. The right way to tell your customers when things have gone wrong

The True Cost of Poor Customer Service

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Canadians are 'silent switchers,' leaving companies no chance to make it right before they jump to the competition. How to ensure you don't lose them

Lessons in Customer Care from a Service Legend

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Iconic hotelier Horst Schulze (of Ritz-Carlton fame) explains the simple changes any leader can make to foster great customer experiences