by Sam Klaidman | May 1, 2023 | Customer Loyalty
Customer Quiet Quitting Customers are not obligated to spend more money with you after their initial purchase unless they purchase something under a special agreement. However, they will eventually need support, replacement parts, software upgrades, training,...
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...