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 ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The business landscape is fierce. Your company is competing not only with your direct ...

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 ...

According to recent research from PwC, 32% of consumers "would stop doing business with a brand they loved after one bad experience." But brands generally lose more than just revenue through bad ...

Aug 6 (Reuters) - Leap Wireless International Inc's quarterly revenue missed Wall Street estimates as more customers defected and average revenue per subscriber (ARPU) at the low-cost mobile services ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

Columbus helps organizations manage automated interactions at scale between diverse systems, people and channels, whether processing customer requests or delivering targeted, personalized ...

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 ...

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 ...

President and CEO Kim Scott highlighted that Q1 2025 revenue was $684 million, consistent with Q4 2024, while adjusted EBITDA ...

Cintas (($CTAS)) has held its Q2 earnings call. Read on for the main highlights of the call. Cintas’ Earnings Call Signals Confidence Amid Cost ...