CX author Dan Gingiss on turning customers into your own salesforce
Intercom, Inc.
NOVEMBER 25, 2021
Retention over acquisition. Customer retention is the new conversion. ” Because it might make us more money, like, let’s say, charging a fee for checking our bags on the airline, but it also might have the adverse effect of irritating a lot of customers who may decide to go do business elsewhere. Liam: Right.
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