by Sam Klaidman | Jul 29, 2013 | Customer Loyalty
When you think about customer retention, you must work your butt off to get “top box” results on your structured feedback, i.e., surveys. And when you get verbatim feedback (unstructured comments), you must try and earn comments like “best,” “greatest,” “amazing,” and...
by Sam Klaidman | Jun 24, 2013 | Growth
Segmentation is the key to making meaningful improvements in obtaining actionable insights. This means collecting and analyzing data in ways that allow you to create and implement improvement plans that make or save money. The solution is to divide the data into...
by Sam Klaidman | Jun 17, 2013 | Customer Loyalty
When analyzing customer feedback, three considerations must be top of mind: the value of information declines with time, each individual speaks for many people, and don’t look at your data without seriously considering the best way(s) to first segment the respondents....
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 | Feb 11, 2013 | Customer Loyalty
Nowadays, every business seems to focus on customer loyalty by measuring and managing their Net Promoter Score®. Individuals at all levels receive a bonus to improve their results every month, quarter, or year. Business units are going down the polo shirt and coffee...
