Quotes on Retention

Customer satisfaction is worthless. Customer loyalty is priceless.

Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.

Rather than engage in the sort of selective retention that so many investors tend to do and pretend mistakes never happened, I prefer to 'own' them. This allows me to learn from them and, with any luck, avoid making the same errors again.

The key is to set realistic customer expectations, and then not to just meet them, but to exceed them - preferably in unexpected and helpful ways.

We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.

Total non-retention has kept my education from being a burden to me.

There is only one boss. The customer.

The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.