Moments of Truth

Data ScienceHierarchy of NeedsWin-backCancellationB2B RetentionBehavioural ScienceExperimentationAgentic AICACGrowthRetention-Led GrowthIncrementalityPerformance BenchmarksCase StudyCross-sellDeliverabilityAcquisitionReducing ChurnARPUCRM MarketingNPSCustomer DataAIEpisode SummaryChatGPTChurn RateCustomer Lifetime ValueTacticsGamificationPersonalisationCommunityUpsellData ProtectionMeasurementDouble ProfitsOnboardingRetention MarketingMoments of TruthCustomer LoveOptimisationValue RealisationEarly LifeOrganisationCustomer Experience
Moments of TruthMoments of Truth
+2+2
Episode 69 - Your Retention Organisation Optimisation Checklist: Why It Matters and How to Do It

Episode 69 - Your Retention Organisation Optimisation Checklist: Why It Matters and How to Do It

Tom Burrell
Retention-Led GrowthRetention-Led Growth
+2+2
Episode 68 - Your Moments of Truth Optimisation Checklist

Episode 68 - Your Moments of Truth Optimisation Checklist

Tom Burrell
Behavioural ScienceBehavioural Science
+5+5
Episode 60 - Catch Up

Episode 60 - Catch Up

Tom Burrell
CRM MarketingCRM Marketing
+2+2
Episode 56 - CRM Marketing at Moments of Truth

Episode 56 - CRM Marketing at Moments of Truth

Tom Burrell
Hierarchy of NeedsHierarchy of Needs
+4+4
Episode 52 - The Birthday Edition

Episode 52 - The Birthday Edition

Tom Burrell
Reducing ChurnReducing Churn
+2+2
Episode 45 - Cross Functional Retention

Episode 45 - Cross Functional Retention

Tom Burrell
Reducing ChurnReducing Churn
+2+2
Episode 44 - The Hidden Cost of Reactive Retention

Episode 44 - The Hidden Cost of Reactive Retention

Tom Burrell
Retention-Led GrowthRetention-Led Growth
+2+2
Episode 39 - The Retention Power of Customer Communities

Episode 39 - The Retention Power of Customer Communities

Tom Burrell
Behavioural ScienceBehavioural Science
+2+2
Episode 37 - What are 'Moments of Truth' anyway?

Episode 37 - What are 'Moments of Truth' anyway?

Tom Burrell
Hierarchy of NeedsHierarchy of Needs
+2+2
Episode 33 - Understanding Customer Value Realisation

Episode 33 - Understanding Customer Value Realisation

Tom Burrell
AIAI
+2+2
Episode 23 - Personalisation & AI

Episode 23 - Personalisation & AI

Tom Burrell
Retention-Led GrowthRetention-Led Growth
+2+2
Episode 15 - Why Customer Data Is the Key to Retention-Led Growth

Episode 15 - Why Customer Data Is the Key to Retention-Led Growth

Tom Burrell