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 ...

Nordstrom is known for its exceptional customer service, and there's one famous story that illustrates its customer-centric ethos and the power of retention. The story involves a customer returning a ...

The global economy is teetering on the verge of a recession, causing many organizations to retrench, either by slowing investments or aggressively cutting costs. Retrenching can be an effective ...

In a competitive economy, retaining customers requires creative, personalized strategies. Here’s how small businesses can ...

DJ Paoni is the CEO of Certinia, which empowers leading technology and services organizations to deliver customer value with certainty. Evolving customer expectations are redefining the very concept ...

Customer retention refers to a company’s ability to retain its existing consumers over time. It is essential to the success of a business because it demonstrates the organisation’s ability to ...

Editor's note: This is Part 1 of our two-part series on the retention reset. Today’s installment tackles the why: the post-ZIRP correction, why acquisition-first economics are failing and why ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The business landscape is fierce. Your company is competing not only with your direct ...

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 ...

Rentokil Initial's acquisition of Terminix strengthens its market leadership in the US pest control market, enhancing scale, route density, and cost synergies. The integration of Terminix is expected ...

Retaining existing customers is essential for small and mid-sized businesses where resources are often limited and every loyal customer can have a disproportionate impact on profitability. While ...