The
Greg Daines
Newsletter

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...

Satisfaction and Results Are Not the Same

Here's why and how to use it to drive retention. I often get asked the following question... "When customers say they're satisfied,...

Why do small customers churn more?

📈 The latest research reveals churn is a BIG problem for SMALL customers⤵ Most people are aware that small customers churn more than big...

How to know a customer will churn on the first call

Here are the signals and why we ignore them⤵ Have you ever had this experience? You've just finished a kickoff call with a new customer,...

The Cost of Discounting

It's an almost irresistible path to hitting that elusive quota. But it comes with a hidden cost: higher customer churn! Here’s why⤵ 📈...

You can only pick one

Customer Satisfaction -OR- Measurable Results. Choose wisely... Conventional wisdom says that we should make our customers both...

Your customers don't want your product

Here's what they really want and how it creates customer bonding ↓ 60 years ago, legendary business genius Peter Drucker made a radical...

Customer Success Plans Don't Work At Scale

Here's why and my simple template that changes the game ⤵ I'm a HUGE fan of success plans because they address the most fundamental...

Stop Talking about "Unavoidable Churn"!

Why getting rid of this term immediately opens the door to improving retention ⤵ I do not allow this toxic term in my work with customer...

GREG DAINES