Eric Gregg's Retention² Blog

An interesting post today by Guy Kawasaki on the art of customer surveys.  He shares some of the insight from Dave Wanetick, managing director of Incremental Advantage.  It is well worth a read, though I don't agree with all the points.  Specifically.....

In troubled economic times, the customers you've already earned are even more valuable than when growth is more stable. It is vital that you not only provide great customer service on a regular basis, but that you occasionally provide service that is worthy of other people telling the story.

A great post today by the Wall Street Journal’s Number’s Guy. The question….do we trust online polls? More or less than telephone polls?

Truehoop is one of my favorite sports blogs.  Written to cover the NBA, it doesn't hurt that the author, Henry Abbott, is an unapologizing Portland Trailblazers fan.  One of the things that has made Truehoop the starting place for any news covering the NBA is Henry's weekday "bullets".  Essentially, he does all the work of finding relevant articles, blog posts, etc., commenting on them and giving me the links to the full text.

In my last post, I used Nike+ support as an example of a company that really gets the nuance of service recovery. I finished my experience with them happy, even though they actually didn't even fix my initial problem. I guess I'm a sucker for the little things. Now let’s use LinkedIn as an example of a company that missed an opportunity to further cement my support (I remain an unabashed fan)....