Dale Harrison, a B2B marketing strategist, discusses how effective customer onboarding is crucial for reducing churn and fostering long-term loyalty, likening it to the dating process. He highlights common mistakes companies make, such as product blindness and treating onboarding with disdain, and emphasizes the need for an external perspective to identify and fix fundamental UX flaws. Harrison also critiques traditional churn analysis, advocating for cohort survival rates and the strategic acquisition of customers with inherently longer lifespans to improve long-term retention.
In This Episode
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