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Discover a range of topics across customer experience, feedback, and performance improvement.

Dwell Time Just Doubled. Here’s the Story Most Retailers Would Have Missed

September 24, 2026 10:57 pm

A retail case study tracked over several months on ShopperTrak Analytics’ Video AI platform found something most dashboards would have missed: average dwell time nearly doubled, from around four and a half minutes to eight and a half, while draw rate softened slightly. Julian Barton and David King unpack why the shift is real, not noise, what it means for staffing during power hours, and why traffic data only tells half the story until it is paired with the real, unscripted voice of customers on the floor

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A staff member and a returning customer in conversation, representing a customer retention strategy built on frontline service

Customer Retention Strategy: Why Keeping Customers Beats Chasing New Ones

September 12, 2026 6:37 am

Acquiring a new customer costs more than keeping one you already have. That’s not new information, yet most marketing budgets still chase acquisition while the customers already on the books go unattended.

Most people who leave a brand don’t leave over price. PwC’s 2025 Customer Experience Survey found over half of consumers stopped buying from a brand after a bad experience, and almost a third left over poor service specifically. These are fixable problems, but only if frontline teams get the feedback in time to act on it.

A customer retention strategy that works isn’t a loyalty program bolted on after the sale. It’s genuine service quality, backed by real-time feedback and frontline behaviour that changes because of it. Track repeat purchase rate and lifetime value, but track churn reasons too. That’s where retention becomes a culture, not just a number to report on.

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Business owner and a referred customer shaking hands, representing a referral generating business

Building a Business People Can’t Stop Recommending

August 17, 2026 11:17 pm

Every business wants more referrals, but most only ever ask harder. The businesses that actually get them do something different. They build the conditions that make referring feel natural: exceeding what was promised, staying visible between transactions, making it easy to act on a good feeling, and treating every referred customer like gold. This article breaks down the pattern behind consistent referral generation, why the economics are too compelling to ignore, and where to start if you want to become the business people can’t stop recommending.

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