Here's a downloadable PDF that summarizes 4 key findings from our customer research -->
1. There's NO correlation between customer satisfaction and retention.
2. Positive customer experiences do NOT lead to higher retention.
3. Customer retention has gone DOWN even as satisfaction has improved.
4. Customer results are the BEST predictor of long-term customer retention.
Download the PDF here:
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
Back in my college economics days, I stumbled upon a gem called "revealed preferences." This is the idea that what people actually buy tells us much more about their desires than what they claim. 💡Tr
And how they changed my entire perspective on customer success → 👀 Once you see it... Many years ago, I led customer success at a tech company in the Bay Area, regularly meeting with the most importa
