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LMT editors are your eyes and ears at LMT LAB DAY and other Chicago events. Here's what Nelson Rego,...See more CDT, AACD, had to say during his presentation at Cal-Lab: "It's much easier to keep an account than to get an account. I want to be their expert not a commodity; that's not the game I want to play. Existing clients are the ones you really have to treat like new customers. Do you treat them as first class or coach? It costs at least five-times as much money to get a client than to keep a client. Are you getting as much business from your existing clients as possible? A 2% rise in customer retention increases your bottom line 10%." — tagged Nelson Rego, CDT