by Sam Klaidman | Nov 3, 2013 | Growth
Customer retention is not the only motivation for businesses to create and commercialize value-added services. Sometimes the motivation is as simple as growing the bottom line. In this post, we look at two examples of businesses thinking outside their comfort zone to...
by Sam Klaidman | Nov 1, 2013 | Growth
Renewal by Andersen This is a tale of what seems like a badly missed opportunity to me. Read on! First, let me confess that I wrote this post in two parts, about two weeks apart. I started writing when I saw this full-page ad on the left in the Boston Globe. Not...
by Sam Klaidman | Apr 22, 2013 | Growth
Doesn’t this equation seem logical? Churn rate + Retention Rate = 100%. After all, your customers either stay (retention) or leave (churn). Unfortunately, the answer is NO. And that is because each term measures something different. Let me explain. Calculating...
by Sam Klaidman | Apr 1, 2013 | Customer Loyalty
A brand exists in the minds of prospects and customers and is heavily influenced by our positive memories. It is the sum of all expectations plus all perceptions of experiences. However, some expectations and experiences no longer remain in our brains because most of...
by Sam Klaidman | Feb 18, 2013 | Growth
About 80% of revenue and profit for most businesses comes from existing customers. For start-ups and fast-growing new businesses, this obviously is not the case. And for many established businesses in slow-growing segments, the percentage can be well over 80%....
