Dwayne Charrington

Richard Branson nailed it when he said the secret to a great business isn’t just meeting customer expectations—it’s exceeding them in ways they never saw coming.And I couldn’t agree more. Customer satisfaction, retention, and loyalty aren’t just nice-to-haves—they’re the foundation of long-term, sustainable growth. Loyal customers don’t just stick around because they’re happy—they stay because...

When I think about keeping customers happy, customer service is the first thing that comes to mind. It’s what we all default to, right? But here’s the truth—customer service is just one small piece of the puzzle. The bigger picture? It’s called customer experience, and trust me, that’s what really drives long-term success. Customer experience...

Have you ever noticed how the best brands seem to just get their customers? They know what people want, fix issues before they become problems, and keep improving. The secret? They listen. In fact, businesses that act on customer feedback are 60% more profitable than those that don’t. And it makes sense—how can you improve...

Customer engagement is more than just likes, clicks, or comments—it’s about how deeply customers interact with your brand across various touchpoints.  I’ve seen firsthand how strong engagement leads to better retention, brand loyalty, and, ultimately, higher revenue. It’s true–even studies show that 86% of customers get ready to pay more for a great customer experience....

Ever noticed how people are quick to share a great experience but even quicker to talk about a bad one? Studies show that 72% of customers will tell at least 6 people about a good experience, but if they’re unhappy, 13% will share it with 15 or more. That’s a lot of word-of-mouth power—good or...