EP 172 | Greg Daines (Total Customer Strategy) - Customer Satisfaction has no correlation with Customer Retention
CHURN FM
00:00
What's Fascinating About Customer Satisfaction?
There's no statistical correlation whatsoever between how satisfied customers report being and how long they stay. In fact, we've never tested another factor which consistently has no relation ship to customer retention the way customer satisfaction does. The most productive customer cohort that has measured results has six times longer ger life span than customer cohort who don't measure it. And if you line up each of those elements in such a way that is driving and measuring custoing results then you know what kind of thing drives extraordinarily high customer etention.
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