Author – Anita Toth 11/13/2020 I'm trying something new to help GGR members with questions around using customer feedback to reduce churn. This blog is PART 1 of a 5-PART churn reduction series Over t…
Author – Anita Toth 11/16/2020 "Your most unhappy customers are your greatest source of learning." Bill Gates This is one of my favourite quotes of all time. But it’s likely not for the reasons you mi…
Author – Anita Toth 11/23/2020 “What the heck do I do all this feedback?” That’s what one of my clients asked me after he ran a series of customer interviews. He had a LOT of data. It’s quite amazing …
Author – Anita Toth 12/1/2020 You’ve done all the right things -- NPS, CSAT, CES and other surveys are sent out with regularity and at key times in the customer journey. You speak regularly with custo…
Author – Anita Toth 12/3/2020 “Whether it’s churning cream into butter or reducing churn in a business, both take a lot of effort.” Let’s get right to it. Here’s how to use all your customer feedback …
Author – Russell Bourne 10/13/2021 Readers, we’re into October, and just as my last September article was about non-scary things, brace yourselves now. This one is going full Halloween, because not on…
Author – Russell Bourne 9/29/2021 October is Halloween month, the month of all things scary; before we get there, let’s briefly examine some things that are not scary. Selling Unrealistic quota is sca…
Author – Russell Bourne 7/21/2021 We’ve probably all had the experience of calling a customer - scheduled or not - and feeling like they’d rather not be on the call. Or, you’ve probably been in the mi…
Author – Ashley Harpp 7/15/2021 Customers don’t buy your product because you have a great personality. As great as you might be individually, they buy more because they have received value or believe …
Author – Russell Bourne 7/7/2021 Gain Grow Retain proclaims July 2021 is “Engagement Month” and in this week’s blog, I’m going to start us off by discussing something I hear often from frustrated CS l…
