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Do Happy Customers Stay?

Surprising new research challenges one of the most fundamental business beliefs: that happy customers stay longer than unhappy customers. But does customer satisfaction really predict retention and churn? Are customer satisfaction surveys like NPS worthless? In this video, I reveal the answer and explore the far-reaching implications.


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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 obstacle to success: customers don't achieve results unless they kno

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 success teams. Whenever someone uses the term "unavoidable chur


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