Retention insights

Want to provide a world-class customer experience? Move beyond scripts and ‘best practices.’ Learn why relying on these crutches prevent you from providing the kind of customer service that turns people into loyal, repeat buyers.

We’ve all been there, trying to figure out how to deal with difficult customers, sometimes saying things like “they’re just a crazy customer” Actually, that’s a myth. Learn why there’s no such thing as a “crazy customer.”

https://youtu.be/CvOp8x9QpwQ When your customers become invested in the story behind your product, they are more willing to be flexible with their expectations for delivery. Amazon has groomed us into expecting nothing less than 2-day delivery, in most cases. But if...

Beware scalability myths. Ecommerce orders can flow in faster than they flow out. Build a buffer that anticipates messy human customers.

In an online environment mediated by digital screens, where there’s no limit to the email automations or photos we publish, that’s when we ignore what would otherwise be obvious in an off-line context: we’re giving what’s not wanted. We think because it’s digital there’s no cost, but there is. Some customers neither care nor want this kind of communication. They are not fans, not yet. They’ll tune you out. Watch this video to understand about the timing in relationships, the level of attachment, and what you need to do before moving to the next level.