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The Heartbreaking Truth About Your Failing Customer Experience
Is Your Business Rotting? Stop the systematic failure killing your profits. Discover how Disney's "plussing" secret saved their bottom line and how you can engineer a titanium cage around your clients... ...more
Customer Keepin'
February 24, 2026•3 min read
Why Your Clients Feel Replaceable 02.19.26
Why financial advisors lose clients even with solid performance. Discover how to engineer a compounding client experience that strengthens identity, deepens loyalty, and improves retention without com... ...more
Customer Keepin'
February 19, 2026•3 min read
The Ketchup Keg Is Smarter Than Most Marketing Campaigns
Client retention isn’t lost to fees or performance, but to irrelevance. This Super Bowl marketing stunt shows why advisors who only “check in” miss the moments that actually lock in loyalty and stop s... ...more
Customer Keepin'
February 03, 2026•2 min read
Customer Retention Predictions for 2026
Customer retention will decide who survives 2026. Why “good service” fails, customers leave silently, and experience is the only lever that keeps loyalty, referrals, and profits from leaking. ...more
Customer Keepin'
December 30, 2025•4 min read
Customer Loyalty: The Hidden Truth Behind Why Customers Stay
Customer loyalty isn’t luck. It's engineered. Discover why a great customer experience is the foundation of retention and how creating memorable moments turns clients into long-term, high-value repeat... ...more
Customer Gettin' ,Customer Keepin'
December 11, 2025•2 min read
Costco Just Delivered a Masterclass in Customer Experience 12.09.25
Costco’s proactive price refunds show the secret to great CX: fix problems before customers feel them. Small gestures create huge loyalty. Every business can steal this playbook. ...more
Customer Keepin'
December 09, 2025•4 min read
Starbucks’ $500M Question: Can You Fix the Experience Without Fixing the People?
Starbucks is betting $500M on tech and baristas to fix long waits and boost sales. But the real lesson? No customers, no business. Ruthless profit management matters—but so does creating engaged emplo... ...more
Customer Gettin' ,Customer Keepin'
September 18, 2025•1 min read
Mark Zuckerberg on Customer Service Recovery
Customer service recovery isn’t about tossing out freebies like Zuckerberg’s donuts and headphones. It’s about anticipating problems, fixing them with empathy, and proving you value your customers lon... ...more
Customer Keepin'
September 18, 2025•1 min read
Why “But My Business is Different” Is Just Code for “I’m About to Be Roadkill”
Too many business owners hide behind “But my business is different” while the market passes them by. This post calls out the fatal mistakes—no adaptation, no upsells, no customer contact—and why they ... ...more
Scalin' ,Customer Keepin'
August 12, 2025•2 min read
The Retention Report
Deliver Service Now institute
Dear Entrepreneur,
Customers don’t leave because of price or "the economy." They leave because of the friction you’ve stopped noticing and the indifference they’ve started feeling.
The Retention Report is an almost daily dispatch that exposes one CX blind spot at a time, and shows you exactly how to fix it.
Two minutes.
One idea.
Zero fluff.
If you’re tired of "we thought they were happy" being the reason you lose revenue, it’s time to stop the bleed.
Build loyalty on purpose, one day at a time.
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