Lifetime Value Part 20: What others are doing to optimize lifetime value
There was an article recently that cited a study from Econsultancy and Sitecore that highlighted what companies and advertising agencies are doing across multiple industries to increase customer...
View ArticleUse smart CRM to avoid being dumb
I recently read an interesting book, Smart Customers Stupid Companies by Michael Hinshaw and Bruce Kasanoff, that made an excellent case on why you should make your CRM (customer retention management)...
View ArticleCreating an experience that retains players
One of the most useful book I read last year had nothing to do with tech or the gaming space but was Danny Meyer’s Setting The Table, about how he created an incredibly successful restaurant empire....
View ArticleCustomer experience best practices from the best
Earlier this year, I wrote about how to create a customer experience that improves retention, and thus profits. Given the importance of the customer experience on retention, I have since discovered...
View ArticleAlchemy: When psychology outmaneuvers rationality
I am a huge fan of behavioral economics — Dan Ariely is my favorite author — and find it very useful in helping with business issues. Behavioral economics blends ideas from psychology and economics,...
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