The following story is excerpted from "The Knack: How Street-Smart Entrepreneurs Learn To Handle Whatever Comes Up," by Norm Brodsky and Bo Burlingham. This is a terrific book with great storytelling ...

Originally published by Colin Shaw on LinkedIn: Are Your Customers About To Dump You? I have had the same mobile (cell phone) company in the U.K. for around 25 years. However, I am about to leave them ...

Have you ever looked at your business with a hypercritical eye? It can be a frightening experience to look for, define and document all the reasons a customer might defect from your business. I will ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

In the current economy, most companies are focused on cutting costs as they watch revenues retreat. But it's important not to let cost cutting undermine customer retention and further erode revenue, ...

This is a preview. Log in through your library . Abstract Customer-side influences on insurance have been relatively ignored in the literature. Using the household as the unit of analysis, this ...

Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

But what if the customer that leaves is yours? What then? Customer loss is, of course, part of running any business. But because existing customers typically account for upward of 70 percent of a ...

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"Tapping the power of Urban Science's unrivaled daily sales data to unlock defection insights– which position dealers to better compete in their markets – into our CDP is a major leap forward in how ...