Keep ’em If You Got ’em
“Retention explains profits better than market share, scale, cost position, or any of the other variables usually associated with competitive advantage.” — The Loyalty Effect, by Frederick F. Reichheld I was driving into Boston in the middle of a snow storm last week, on my way to an early morning business breakfast. Feeling pretty bad already — cold hands, cold feet, poor driving conditions and forced to put on a suit at 6:00 in the morning — I decided to accentuate my misery by tuning into National Public Radio at […] Click to read more…