Chris Zane, founder and president of Zane’s Cycles, likes to think of things very differently. He shared his approach in a keynote at Medallia’s Experience 2014. The core of it? Understanding that there’s a lifetime value to every one of his customers. Zane has calculated that value is approximately $12,500. To lose a customer is to see that revenue walk out the door… and into the arms of their competitors.
This is basis for everything inside the business. And it....