top of page

Why Do Customers Leave?

Why doesn’t churn go away when we fix bad customer experiences? I share new data that will immediately change your approach to customer success. I also reveal...

• two strange customer paradoxes and what they really mean

• the ineffective customer activity that is wasting your time

• one question that unlocks the power to make customers successful consistently

• the First Law of Customer Retention

I also share a transformative customer experience that every success manager will be able to relate to.


Recent Posts

See All

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


bottom of page