Agencies and their clients are in a constant scramble to earn and keep customer loyalty, while customers themselves are surrounded by more competitive messaging than ever. The real question worth ...

Retention has become one of the most valuable levers a small business has, and the data backing that up keeps getting stronger. A five percent improvement in customer retention can ...

Too many companies think better customer service is all about adding tiers of features and service options, but new research questions that approach.

More Isn’t Better

Researchers working at ...

Agencies Can Lead Client Growth by Focusing on the End User

Agencies have long touted their abilities to help clients “get to know their customers,” to “get inside the customers ...

Integration is more in demand than ever.

And no, I’m not speaking about integrated marketing, as in using multiple channels and tactics to purvey a marketing message. Instead, I ...

We Fall or Rise on How We Keep Clients’ Customers

That buzz you hear—a constant rumbling burr of white noise that we’re so accustomed to, we take it ...