For the past month, I have written every day. The commitment is to continue for 40 days. I’m writing my 3rd business book on customer retention and churn. It began …
New Business Book Coming on Customer Retention and Churn in the AI Era
Today, I’m deep into writing my next book, focused on customer retention and churn in the AI era. I’m writing my third business book on customer retention and churn. Ten …
The Most Dangerous Phrase in CX: “We Know Why Customers Leave.”
In most organisations, churn is silent. Customers rarely complain at the point of exit. Their decision to leave is typically made earlier, triggered by accumulated friction or a competitive alternative …
Customer Retention Strategy – Metrics First
In developing a customer retention strategy leading companies use a combination of metrics to measure customer retention – metrics first then the retention strategy. Customer retention is a critical metric …