EP 172 | Greg Daines (Total Customer Strategy) - Customer Satisfaction has no correlation with Customer Retention
CHURN FM
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Play Books to Drive Down Clocks in Your Business
The bulk of the opportunity to drive down churn is early, meaning during the sale and on boarding. The way you what you need to do at that early stage is relatively simple. It's identifyng clearly, what are the customers business results that they how will be measured? What solution do they need? We call the total solution. And then, most importantly, what will the customer have to do to achieve those because, like i said right at the top, we give the same product and the same service,. why are the results so variable? N the answer is because that there's another factor in this equetion, and it's the customer and what they do. Ind so driving
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