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Quiet Quitting Is Not Just for Employees — Customers are Too

Quiet Quitting Is Not Just for Employees — Customers are Too

by Sam Klaidman | May 1, 2023 | Customer Loyalty

Employees Quiet Quitting Before the COVID-19 pandemic, we were worried about the Silver Tsunami. Our oldest and most experienced employees either retired or took part-time jobs with less stress and a better work-life balance. Then came work-from-home, and employees...
Combine Switching Costs and CX Metrics To Get High Impact Insights

Combine Switching Costs and CX Metrics To Get High Impact Insights

by Sam Klaidman | Mar 11, 2019 | Customer Loyalty

Recently, I read a fascinating article, “CX Metrics Aren’t Customer-Centric, But Should Be. Learn How,” by Peter Fader and Sarah E. Toms. The authors show how combining customer switching costs with CX metrics and then looking at the results on a...

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