Is your customer retention approach all wrong?
You might want to re-think your customer retention strategy If your customer attrition rate is higher than your competitors or if a well-meaning executive has decided to reduce the percentage…
5 regrets of a failed entrepreneur
Ninety percent of start-ups fail, some for reasons which were completely avoidable, others because of a lack of confidence, preparation or understanding of what was needed to be successful. I…
3 reasons why collaboration is the key to unlocking success
In 1985 Michael Porter published his book Competitive Advantage: Creating and Sustaining Superior Performance and 35 years later, his premise still lies at the beating heart of many organisations. But…
Can customers win the fight against global warming?
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to affect something of global significance.…
Image by Colin Furze, licensed under CC BY 2.0
Five good reasons to fire your worst customers
We've all heard the expression the "customer is always right," which isn't necessarily true. More importantly, we need to understand that not every customer is the right customer for us.…
What does “smart cities” really mean for “customers”?
What does “smart cities” really mean for “customers”? Does it have any impact on their daily lives, do they have any say in its direction, does the term even mean…
4 questions to check… are you exploiting your complaints goldmine?
Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up to ask me that question…