Blog & Articles
Robert has published more than 150 columns, articles, white papers, and research studies on relationship. In addition to being a regular contributor at Huffington Post, his work has been published and discussed in Forbes, American Banker, Sales & Marketing Management magazine, The CEO Magazine, ABA Bank Marketing magazine, Computerworld, The Daily Beast, Business Week, The Dallas Morning News, Los Angeles Times, The Detroit News, The Indianapolis Star and in international publications including Sydney Morning News (Australia), European Financial Management Association (London) and Relational Thinking Network (Cambridge, UK).
… the British all industries average customer defection rate was 16.9% per annum [in 2003]. By 2005 our annual average had risen to 19.1%. In 2007 it stands at 22.0%. Survey: Customer Churn Rate Rises by 15 Percent – Pitney Bowes Group 1 Software, 4/4/08
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Here I am again – and I hate to bring this up – again. But, well, customer defections are – well, they are up again. I know, I know – we have discussed this […]