Prompted by Mike from church, there's now a 'Resources' section down the right hand side of the blog. If you want to send me any links which should be there, fire away!
Meanwhile, a great post by Steve Tilley which begins thus...
If you are in the business of retaining people's custom, support, visits or whatever you may think that the best thing to do is for them to find occasional outstanding service, content or offers. Whilst these things are not bad ideas they will not necessarily do the job. It is consistency that makes people return and keeps the footfall falling.
So the way to retain business is not to have one-off acts of genius but to eliminate the acts of folly.
1 in 100 of the people who have a good experience will tell a friend. 1 in 10 of the people who have a bad experience will tell a friend. So if you don't fix the leaks you wil have to have 10 times more genius than error simply in order not to shrink.