EP 172 | Greg Daines (Total Customer Strategy) - Customer Satisfaction has no correlation with Customer Retention

CHURN FM

English - June 29, 2022 20:00 - 45 minutes - 31.1 MB - ★★★★★ - 32 ratings
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Previous Episode: EP 171 | Baxter Lanius (Alternative) - How alternative financing options can be used to drive growth and reduce churn.

Next Episode: EP 173 | Jamie Shanks (Pipeline Signals) - Monitoring and growing customer champions to crush churn and drive acquisition

Today on the show we have Greg Daines, CEO and Founder of Total Customer Strategy

In this episode, Greg shares lessons learned consulting hundreds of companies on churn and retention and why so many companies focus on asking the wrong questions when getting started.

We then discussed why customer satisfaction has no correlation with retention and why you need to focus on customer results instead and we wrapped up by discussing why it all comes back to alignment if you want to see meaningful results in reducing churn.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at [email protected]. Don't forget to follow us on Twitter.

Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.