Rarely do business owners consider stress testing their customer base. And of those who do, few know how to do it accurately.
The most successful small businesses see customer satisfaction as a starting point and unwavering loyalty as the ultimate goal.
In the vast majority of situations, market leadership comes down to whether a business obsesses over its customers or over its competitors.
Clients travel the same four-step journey in the compounding revenue formula, but how well they travel is determined by your client-experience process.
Being caught in the price trap is a tricky, unforgiving and lethal. So here is how to recognise if you're stuck, and then break free.
Satisfaction is just the starting line in the race of customer loyalty. Businesses need to focus on customer appreciation if they want to build loyalty.