Who is your client? We have looked at various ways to figure out information about your client. We have looked at demographics, psychographics, cohorts, target markets, personas, market segments, and on and on. I think you get the picture. But today I want to introduce you to your customer. I got this from a client of mine who got it from Jim Dent, LSSBB, Quality and Operational Excellence Professional in AZ in a conversation on LinkedIn in November 2013. After you read what Jim wrote, I have an infographic about customer retention that morphs with Jim's remark.