Customer churn is inevitable. What happens next is where the real strategy begins. Take Netflix: When 6 million customers walk out your door every month, how do you get them to come back? With over ...

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 ...

Customer loyalty is a customer’s willingness to repeatedly return to a company to conduct some type of business due to the delightful experiences, quality of products or services, and the value they ...

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 ...