Owners of plumbing and mechanical service companies often pour significant effort into winning new business. Yet customer retention—getting those same customers to choose you again and again—is ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

Loyal customers are a beautiful thing. As they grow to trust your brand, they’ll buy more, and more expensive, products over time. This enduring loyalty positively impacts your customer retention rate ...

Most dealerships strive for one common goal — deliver high-quality customer service that drives repeat business. The most effective way to do that is to make sure departments are working together.

An omnichannel retention approach amplifies the reach of personalized retention offers by enabling every channel to present consistent offers to a particular customer irrespective of the channel. This ...

Fighting churn isn't about predicting it alone. It also involves understanding the hidden factors that lead to churn and how to drive customer loyalty. Although traditional churn prediction models may ...

There's nothing like the rush of customer acquisition for marketers. But is it worth the time and effort? Customer retention is simply not as sexy as acquisition. It’s a bold statement, but it’s true.

To effectively track customer retention and ensure growth, customer experience (CX) leaders must have a clear view of customer retention as a basic statistic, as well as lifetime value (LTV). By ...

Quality of work and customer experience are more likely to drive vehicle service customers to return to a dealership for future maintenance and repairs than price, according to a survey conducted by ...

The partners who adopt this are going to step ahead of everybody and become the dominant players,’ says VistaXM founder and ...

Perhaps mirroring consumer and automaker uncertainty about the slow pace of electric vehicle adoption, nearly half of executives and fixed operations leaders from a cross-sample of auto dealerships ...