Bob Thompson

It takes only one negative event to lose a customer, says Bob Thompson, founder of In fact, a study found that 83 percent of respondents said they stopped using a company’s products or services of a company based on one unpleasant experience. Following are five strategies you can employ to retain the right customers for your business and win back those who are about to defect. They were offered in Thompson’s new white paper, “The Loyalty Connection: Secrets to Customer Retention and Increased Profits,” published by RightNow Technologies. 1. Identify potential defectors. Monitor customer activity, and pinpoint those who have become infrequent

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