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I was reading this article on How to Project Customer Retention for a Subscription Business, and it reminded me of a project we worked on about 10-12 years ago for a local Chamber of Commerce. Essentially, the Chamber was disappointed in their retention rate, and they wanted to improve it, and they had very aggressive […]

The article Livingston County registrar of deeds faces ‘rude’ challenge notes how a Michigan resident decided to run in an election for the Register of Deeds for Livingston County because – as part of the reason – the customer service in the department is terrible. Staff are “definitely rude,” according to the candidate. It’s interesting […]

To build fan loyalty, is it just about wins, or is it also about fan relations? I talked with the owner of an NFL team years ago about building fan attendance, discussing with him the issues that the organization faced at the time. I asked about what initiatives the organization was taking in the area […]