Customers don’t just buy price. They buy value. Yesterday, I heard a senior leader briefing her team. No corporate deck. No polished narrative. Just the reality now. Pointing to the …
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 …
Customer Experience News 140: Purpose, Customer-Centricity, Retention & Best CX Quotes
CX Insight – What is the Purpose of My Work? (1min)Inspired by a recent article featured in the New York Times Magazine, Alex Allwood reflects on the purpose of work and how …
Customer Experience News 138: Journey Mapping, Transformation, Retention and McKinsey
CX Insight – Rediscover the Power of Customer Journey Mapping (1min) Alex Allwood shares her CX insight on how customer journey mapping can be utilised as a management framework to reduce the complexities of …
Customer Experience News 111: C-Suite Mistakes, Amazon, Customer Retention & Telco’s
C-Suite Loses Customer Focus (2min) In this short video on LinkedIn, legendary American entrepreneur Gary Vaynerchuk and former Home Depot CEO Frank Blake discuss the biggest mistake C-suite executives are making and how …