Customer Retention

Loyal customers are hard to get and should be treated like gold. Retaining them will always be cheaper than finding replacements. If you can improve your retention by 5%, you can expect to see your profits skyrocket 25% or higher, per HubSpot. Every time a customer stays with your brand and purchase…

As an insurance provider, stepping beyond the conventional realm of transactional interactions with your clients is a solid first step in paving the way for a culture of exceptional customer service. The insurance customer experience trends of today emphasize a personalized approach, which is the co…

The most basic business tenet is as true today as it was hundreds of years ago: businesses need new customers and they need to retain current ones. Coming out of a somewhat lingering recession, how do you go about doing this? People don’t trust advertising. They trust what other people say about you…

Taking a direct marketing approach does not seem to be as effective as many believe. Right now, we are seeing that consumers are constantly being overwhelmed by messages from the brands and companies that they do business with. Marketers try to take advantage of every available opportunity to engage…

Through more than a century of being there for consumers during life’s most important moments, Hallmark has earned its reputation for being relationship experts. We help health plans increase member experience and satisfaction, deter shopping and improve retention—all through the power of an unexpec…

Keeping customers loyal is crucial for businesses. However, often overlooked are those that reside at the heart of customer retention: call center employees. Acting as the first responders to customer inquiries and concerns, call center employees are the front-line defenders of your brand. They keep…

With competition rising and member expectations higher than ever, health plans have a unique opportunity to stand out. By integrating emotional intelligence and gratitude into marketing strategies, plans can transform interactions into lasting relationships. Celebrate milestones, resolve concerns wi…

After The Great Recession of 2008, coupled with the knowledge that it costs seven to nine times more to attract a new client than to retain one, a national financial services company decided to revisit its overall client experience and its impact on retention.