Keeping customers by giving them a reason to stay

04/17/2013 | Social Media Today

The best companies focus on customer retention not as a defensive action but by providing reasons for the clients to stick around, writes Dave Brock, CEO of consulting firm Partners In Excellence. Such firms "create experiences that make the customer want to buy more because they want to, not because there is no other alternative," he writes. "We are tremendously loyal to these companies, often buying without looking at alternatives, because we enjoy the company and their products so much."

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