Tag Archives: Customer Retention

Retention is Not the Same Thing as Satisfaction

Last year I posted about the research Dennis Campbell and I did in financial services where we found the surprising result that self-service can increase costs (the article was just published in Management Science.)  Dennis and I have been working …

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Are Acquisitions Making You Soft?

Are you buying your customers or truly winning them over?  Whether you grow organically or by acquisition can matter a great deal to long-term performance.  This is not always obvious in the way we evaluate managers — growth is growth …

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Illusions of Customer Loyalty

As I read a WSJ article on the European grocer Asda’s new customer loyalty program, I was impressed to be learning about an actual loyalty program.   Most organizations create customer retention programs and then mistakenly call them loyalty programs. …

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