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Video: Why Do Customers Leave?

The reason we have so much trouble conquering customer churn is that we start with the wrong question, which limits our vision and focuses our efforts on addressing negative experiences.


But, I share research findings that explain why these efforts are invariably fruitless. And I explain how the right question is the key that unlocks the power to consistently make our customers successful.


In this video, I also introduce the first of the Three Laws of Customer Retention and share some of my experiences that everyone who works with customers will find very familiar.



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