Knowledge Base
Churn is more than a customer experience issue—it’s a financial leak. Every account lost forces the business to replace revenue just to stay flat. That makes churn reduction one of the most direct ...
Let’s be honest: Net Promoter Score was never the Holy Grail. At best, it was a clever proxy. A single survey question that distilled sentiment into something leaders could track and boards could unde...
When customers churn, most companies explain it with anecdotes: “They didn’t like support” or “The champion left.” Sometimes true, but often superficial. The real challenge is root cause: what spec...
What is Upsell?
Upsell refers to encouraging existing customers to purchase additional features, services, or higher-value products. It increases net revenue retention (NRR) and strengthens customer ...
Executives love to complain they don’t have enough data. It’s become a ritual in boardrooms: if only we had more data, we’d finally get the answers. But the uncomfortable truth is the opposite. Most f...
What are Promoters?
In Net Promoter Score (NPS), promoters are customers scoring 9–10. They are loyal, buy more, stay longer, and advocate for the brand.
In the Customer AI Masterclass (Unit 1.3...
For decades, executives have relied on KPIs as dashboards of business health. Yet too often, these metrics reflect the past instead of shaping the future. In this episode of The CX Iconoclast podca...
What are Satisfiers?
Satisfiers are product or service attributes that provide linear increases in customer satisfaction. The more you deliver, the more satisfied customers become, but without the ex...
Customer AI promises a lot: better predictions, precise prescriptions, and measurable revenue impact. But not every project succeeds. In fact, many stumble over predictable risks—not because the ma...
Customer Success has a branding problem. Too often it’s framed as the “empathy function,” a team of relationship-builders keeping customers happy with smiles and friendly check-ins. It sounds nice. It...
