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78 - The Secret to Crushing Churn and Building Long-Term Loyalty - Anita Toth
Manage episode 361739135 series 3458953
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In this episode, I had the pleasure of speaking with Anita Toth, Chief Churn Crusher, about her incredible journey through various careers and her passion for Customer Success. We discussed the importance of boredom for fostering creativity, the impact of poor customer experiences on businesses, and the significance of understanding customers' feelings and emotions in tackling churn. We also explored the value of conducting customer interviews and learning the language of business metrics to improve customer retention.
Anita also talks about the fear and responsibility associated with addressing negative feedback and the significance of standardised customer interview questions for continuous improvement. She advises listeners to stay curious about the world around them, never stop asking why, and find ways to make a positive impact on the health and well-being of others.
Anita also provides several resources and tips for personal and professional growth, such as learning new skills, investing in personal growth, and making a positive impact on the health and well-being of others. She also encourages listeners to unplug from devices for a day to foster creativity and deeper conversations with family and friends and to stay curious about the world around them.
Tune in to hear about Anita's diverse career path, her insights on creating positive customer experiences, and how she's helping companies reduce churn and improve customer success.
Fun facts about Anita:
- She lives in Toronto, Canada (in her own words, a very cold place!)
- Growing up she was very introverted, but now very extroverted, due to becoming self-confident
- When she was 16 years old, computers didn't exist, and she had to take a special course to learn how to type on a keyboard because all she had known was a typewriter.
- Hairspray from the 80s - the one thing she doesn't miss from her childhood!
In this episode, you'll learn about:
- (0:00:09) - Exploring Creative Boredom
- (0:10:24) - The Impact of Poor Customer Experiences
- (0:23:00) - Understanding Customer Feelings to Prevent Churn
- (0:34:10) - Churn With Customer Data
- (0:41:33) - Learning From Customer Experiences
Follow Anita!
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About Women in Customer Success Podcast:
Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Follow:
Women in Customer Success
- Website - womenincs.co
- LinkedIn - linkedin.com/company/womenincs
- Instagram: https://www.instagram.com/womenincs.co/
- Podcast page - womenincs.co/podcast
- Sign Up for PowerUp Tribe - womenincs.co/powerup
Host Marija Skobe-Pilley
- Website - https://www.marijaskobepilley.com/
- LinkedIn - https://www.linkedin.com/in/mspilley/
- Coaching with Marija: http://marijaskobepilley.com/programs
- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie
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