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Vincent Tinto, a Syracuse University professor, recently wrote a paper on Taking Student Retention Seriously. In the paper, he laments that most colleges/universities don’t take effective approaches to improving student retention. They too often think of a new program, a new activity, and a new offering to increase retention. Unfortunately, many of these new ideas […]

We always say that the 3 Drivers of Customer Satisfaction in ANY business are the Attitudes/skills/knowledge of employees, the service delivery Processes, and the Products themselves. And if you begin digging deeper into the components of Attitude, Process, and Product, you realize that Attitudes and Processes are what make up the Customer Service portion of […]

Here are comments from a Reuters article on Leap Wireless’ earnings issues: Churn — or customer defection rate — rose to 4.4 percent from 4.2 percent a year earlier Customer retention programs did not work out as well as expected and came at a higher-than-anticipated cost Customer retention in the quarter was also hurt by […]