Why Customer Happiness Is Not a Strategy (and what actually drives retention)
Most CS teams are still optimized around making customers "happy" — but the data is crystal clear: satisfaction scores have essentially zero correlation with actual retention. The real gap between happy customers and successful ones is exactly where churn hides.
My 5-Point Emergency Churn Strategy
This week: ARTICLE: My 5-Point Emergency Churn Strategy UPCOMING EVENT!: Live Debate > Did CS Run It's Course? RESEARCH: There Can...
Stop telling people what you DO, and tell them what you are FOR!
🏛️ Aristotle taught that everything has a specific purpose or final end, which he called "telos." He believed the only way to truly...
