- How to Save a Relationship with a Customer When Things Go South Sometimes, being an entrepreneur isn’t all it’s cracked up to be. When I left my 9-5 job, it was to pursue the ultimate freedom of self-management. I became the boss, and that meant the power was all mine, right? Not exactly. As we all figured out —particularly those of us in the service industry and […]
- Customer Acquisition Is Customer Retention (Or You’re Doing It Wrong…) We talk about customer acquisition in a pretty limited way. The current understanding tends to be, you have acquired a customer once they have signed on the line which is dotted. At that point, the customer is no longer a target for acquisition — they’re a target for retention. In many startups, that equates to their being somebody else’s […]
- Exceeding Expectations: How To Get Customers Talking About Your Service Surprise and delight customers and employees to build enthusiasm for your business. When was the last time you had a positive service experience worth talking about? It might surprise the Wright Brothers to learn that my most recent memorable moment was not the miracle of flight, but that an airline employee lets me pre-board with […]
- Startups, Here’s What Irks Your Customer While most customers are willing to tolerate reasonable levels of inefficiencies and errors, the old adage comes into play, “To err is human but if the eraser wears out ahead of the pencil, you are overdoing it”! Mahatma Gandhi, in a speech in South Africa in 1890 is believed to have said: “A customer is […]
- Earn Before You Burn: Why Unit Metrics Should Matter For Startups Relevant and meaningful business data is imperative to the success of any startup. It helps entrepreneurs to take well-informed decisions to scale up their businesses. And, metrics is a tool which provides the relevant business data critical to understanding the mechanisms of what is working and what is not working in the business interest. Being […]