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By now, you’ve probably heard how Netflix has lost 1 million subscribers (about 4%) of their customer base due to 100% of their own decision-making. They decided to split their DVD rental service from their video streaming service. This increased the fee for having both services by about 60%. They thought they’d lose subscribership, and […]

Results of a recent Zogby463 poll of bank customers showed that “69 percent of respondents said that their customer loyalty is positively affected by tellers recognizing them by name when they walked into a bank.” The poll appears to have been commissioned by a video intelligence company that is trying to sell their technology to […]

You’re the customer. Do you feel that I care about you? That’s it…that’s the key to retention. Making that person feel that you care about them. There are many ways to do this, but I’m going to go beyond the obvious discussion of eye contact, body language, tone of voice, and the words you use. […]