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 ...

Owners of plumbing and mechanical service companies often pour significant effort into winning new business. Yet customer retention—getting those same customers to choose you again and again—is ...

New QR-based customer loyalty program for B2C helps independent restaurants compete with large chains by turning ...

An omnichannel retention approach amplifies the reach of personalized retention offers by enabling every channel to present consistent offers to a particular customer irrespective of the channel. This ...

Most dealerships strive for one common goal — deliver high-quality customer service that drives repeat business. The most effective way to do that is to make sure departments are working together.

CEO and Founder, The EQ-i Coach; author of Emotion at Work: Unleashing the Secret Power of Emotional Intelligence; public speaker and coach. What do you do when you have numerous stores to run, loyal ...

In small business, retaining customers is just as important (if not more so) than finding new customers. Loyal customers don't just increase the money in your bank account, they become brand advocates ...

Quality of work and customer experience are more likely to drive vehicle service customers to return to a dealership for future maintenance and repairs than price, according to a survey conducted by ...

EasyCare's Corey Smith outlines how training, coaching and communication can boost service retention and fixed ops profits in ...

Perhaps mirroring consumer and automaker uncertainty about the slow pace of electric vehicle adoption, nearly half of executives and fixed operations leaders from a cross-sample of auto dealerships ...

As margins tighten & tech advances, dealerships must elevate service advisors through training and process discipline to drive retention and profit ...