Churn Foundations - Video Series

Surprising new research challenges one of the most fundamental business beliefs: that happy customers stay longer than unhappy customers. Does customer satisfaction really predict retention and churn? Are NPS and other customer satisfaction surveys completely worthless? In this video, I reveal the shocking answer and explore the far-reaching implications for virtually everything we do in business. FOLLOW ME: Website: https://www.gregdaines.com LinkedIn: https://www.linkedin.com/in/gregdaines MY WORK: Consulting: https://www.clientvelocity.com Training: https://www.totalcustomerstrategy.com

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. FOLLOW ME: Website: https://www.gregdaines.com LinkedIn: https://www.linkedin.com/in/gregdaines MY WORK: Consulting: https://www.clientvelocity.com Training: https://www.totalcustomerstrategy.com

We do everything we can for every customer we have. So why do so many customers fail to get results? The answer reveals the biggest opportunity to increase retention and reduce churn. And it shows why focusing on adoption doesn’t work. In my latest video, I share how I discovered the key to customer results and explain the Second Law of Customer Retention.  FOLLOW ME: Website: https://www.gregdaines.com LinkedIn: https://www.linkedin.com/in/gregdaines MY WORK: Consulting: https://www.clientvelocity.com Training: https://www.totalcustomerstrategy.com

Change is hard! But customers don’t get results without it. So we absolutely need an answer to this question →      •  Why do some customers change their behavior?  • If we can understand this then we are in reach of the most powerful leverage for driving retention. But, it seems like all our customers are so different, and there are just too many reasons why customers don’t change. Except, this is an illusion... ...because there are really just two fundamental reasons customers don’t change. In this video...     • I teach the two reasons customers change     • I show you the simple practice that sets customers on the pathway to results.     • I reveal the THIRD LAW OF CUSTOMER RETENTION FOLLOW ME: Website: https://www.gregdaines.com LinkedIn: https://www.linkedin.com/in/gregdaines MY WORK: Consulting: https://www.clientvelocity.com Training: https://www.totalcustomerstrategy.com

The reality is that we simply can’t rely on customers to know how to get results. Some will, but most won’t. So our task is clear... We must proactively guide our customers to make the key behavior changes necessary for success. FOLLOW ME: Website: https://www.gregdaines.com LinkedIn: https://www.linkedin.com/in/gregdaines MY WORK: Consulting: https://www.clientvelocity.com Training: https://www.totalcustomerstrategy.com

Is your company truly "Customer-Centric"? Probably not, actually. And there's a very simple way to tell. In this video, I explain the definitive test of customer-centricity and show you what you can do to instantly align everything you do with your customers. FOLLOW ME: Website: https://www.gregdaines.com LinkedIn: https://www.linkedin.com/in/gregdaines MY WORK: Consulting: https://www.clientvelocity.com Training: https://www.totalcustomerstrategy.com

One of the biggest problems with the conventional approach to Customer Success is that it's totally REACTIVE! In order to be effective, we must find a way to flip from operating in reactive mode to truly proactively leading our customers. There are 4 types of Customer Success Managers out there, and 3 of them are fundamentally reactive in their approach. But there's one type - the rarest of all - that demonstrates how to operate proactively, and to lead rather than follow their customers. FOLLOW ME: Website: https://www.gregdaines.com LinkedIn: https://www.linkedin.com/in/gregdaines MY WORK: Consulting: https://www.clientvelocity.com Training: https://www.totalcustomerstrategy.com

The ultimate customer success skill is to know a customer is failing even before they do! BUT HOW?? The answer is pretty simple → Getting a customer back on track takes time. That’s why effectively preventing churn relies on our ability to predict customer failure far in advance. In my latest video, I show exactly how to build a killer early-warning system for customer failure that massively improves the effectiveness of your customer retention efforts. Learn everything about churn in my free online resource: THE CHURN WHISPERER'S GUIDE TO CHURN (https://www.totalcustomerstrategy.com/churn-guide) FOLLOW ME: Website: https://www.gregdaines.com LinkedIn: https://www.linkedin.com/in/gregdaines MY WORK: Consulting: https://www.clientvelocity.com Training: https://www.totalcustomerstrategy.com