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Why Tough Conversations Build Better Customer Relationships
Most customer relationships don’t fail because something catastrophic happens. They fail because of what doesn’t happen. The uncomfortable conversation that gets postponed. The expectation isn’t clarified. The issue everyone sees, but no one wants to name out loud. For leaders responsible for customer experience, partnerships, and brand trust, this pattern is familiar. Avoiding discomfort often…
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Understanding the Customer Journey
From the first time they saw your company to what made them buy and what keeps them as a customer. Most companies want the outcome of understanding their customer’s journey without doing the leg work. Sure that will take you somewhere, but it won’t be far. Our advice – spend the time and understand this.…
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Customer Retention 101
When it comes to customer retention, especially when looking at SaaS, it’s a no brainer when looking at the time it takes to acquire a new customer versus retaining an existing one….Now how do you make customer retention a priority?…
Customer Journey
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