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Channel: Retail: Shaken Not Stirred by Kevin Ertell » KPIs
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Bought Loyalty vs. Earned Loyalty

Acquiring new customers is hard work, but turning them into loyal customers is even harder. The acquisition efforts can usually come almost solely from the Marketing department, but customer retention...

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11 Ways Humans Kill Good Analysis

In my last post, I talked about the immense value of FAME in analysis (Focused, Actionable, Manageable and Enlightening). Some of the comments on the post and many of the email conversations I had...

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The 3 Levels of Metrics: From Driving Cars to Solving Crimes

You can’t manage what you don’t measure. That’s a long-time business mantra espoused frequently by my good friend Larry Freed. And it’s certainly true. But in an e-commerce where we can effectively...

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