“I’M ALREADY DOING IT.’ THE FOUR MOST DANGEROUS WORDS IN CUSTOMER EXPERIENCE.
“I’M ALREADY DOING IT.’ THE FOUR MOST DANGEROUS WORDS IN CUSTOMER EXPERIENCE. Read More »
Disney’s Customer-Centric Split Personality
We’ve all heard the stories. Disney cast members who rescue a lost stuffed animal and return it to a child with a photo album of its “adventures.” Servers who quietly slip a birthday cupcake onto the table. Staff who transform a rain-soaked day into a memory guests will treasure for life. These moments define Disney’s
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Retention Isn’t Luck — It’s Experience by Design
You can’t out-market churn. Not anymore. In the subscription world, your business doesn’t grow because you’re great at getting customers in the door—it grows because you’re better at keeping them. Acquisition gets the glory. But retention? That’s where the money is. It fuels lifetime value, drives referrals, and builds real brand equity. And here’s the
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