by Annette Franz | May 9, 2018 | acquisition, customer experience, customer loyalty, customer retention, loyalty
Image courtesy of QuadientWhere does your company put a greater focus, on acquiring new customers or on retaining existing customers?It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition...
by Annette Franz | Jan 19, 2016 | acquisition, customer experience, customer loyalty, customer retention, loyalty
Image courtesy of PixabayThe old acquisition vs. retention challenge is alive and well!The perils of focusing on customer acquisition and sales over the customer experience and retention can be summed up nicely with this: “As fast as you’re bringing...
by Annette Franz | Jun 16, 2015 | acquisition, advertising, customer experience, customer retention, marketing
Image courtesy of Dana LookadooWhen the going gets tough, does your company give up? Or does it get going?You’re a customer experience professional, right? Even if you’re not, I think you’ll appreciate this story/post.How much does the following...
by Annette Franz | Apr 9, 2015 | acquisition, customer experience, customer loyalty, customer retention, raving fans
Image courtesy of PixabayAre your customers raving fans or fairweather fans?Given that it’s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys’ 23rd annual Sports Fan Loyalty survey results a...
by Annette Franz | Mar 3, 2015 | acquisition, advertising, customer experience, customer retention, marketing, value, voice of customer
Image courtesy of PixabayI have a few questions for you about your company: Are you focusing on acquisition or retention? Are you rebranding your image or are you reinventing the customer experience? What are your priorities?I recently wrote some posts...
by Annette Franz | Feb 10, 2015 | acquisition, customer experience, customer retention, price
Image courtesy of PixabayIs your customer acquisition (and retention) strategy based on discount pricing? How’s that working for you? Discounts might be working well to bring customers in the door, but do they stay after they’re in? Can you keep those that...
