3 episodes

It is so *avoidable*. Customers who silently vanish, members who unsubscribe without reason, students who don't return for your next course, clients who disengage.
In this era of exponential abundance of customer choices, it is simply not enough to have "satisfied" customers. You must learn The 9 Principles of Customer Feedback - the rarely used psychological secrets - that will engage, retain and delight your people, creating a gravitational pull ensuring they will never leave you.

Keep Your Customers Forever Dr. Matt Champagne

    • Business
    • 5.0, 1 Rating

It is so *avoidable*. Customers who silently vanish, members who unsubscribe without reason, students who don't return for your next course, clients who disengage.
In this era of exponential abundance of customer choices, it is simply not enough to have "satisfied" customers. You must learn The 9 Principles of Customer Feedback - the rarely used psychological secrets - that will engage, retain and delight your people, creating a gravitational pull ensuring they will never leave you.

    007: It works for me, it will work for you

    007: It works for me, it will work for you

    We can be super choosy.  With so many people selling us tools and methods and apps that (they say) we absolutely MUST have for our business or our life, let’s use a solid criterion for selecting.  If their proof of results consists of “it worked for me so it will work for you”, then hide your wallet.  If the proof is based on independent empirical data and is couched in the solid research of others, then it may be a good choice.

    • 8 min
    003: Three billion reasons you don't want satisfied customers

    003: Three billion reasons you don't want satisfied customers

    We need to stop trying to satisfy our customers, members and clients, and focus on turning them into LIFERS - folks that aren't going to leave us for a lifetime. Here are the 3 billion reasons why.

    • 4 min
    006: This season’s most harmful survey practice

    006: This season’s most harmful survey practice

    You’ve seen others use it and wonder if you should use it yourself: the technique where you segment or bucket prospects.  This practice violates several psychological principles and most are methodologically unsound so that you drive people away, gather misinformation and make some people think poorly of you.  Avoid it.  Here’s why.

    • 9 min

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