Homewebinarsunderstanding churn lapsed and competitor advantage

Understanding Churn, Lapsed And Competitor Advantage

What makes customers lapse? How likely are they to return and what is the competition doing to tempt them away? Chris Elliott explains why you need to quantify these behaviours and learn how to minimise churn.

Watch On Demand Now

Webinar host:

Chris Elliott

Client Manager @ TLF Research

Working for TLF Research for the last ten years, Chris believes that customer satisfaction research is really simple to do, but really easy to get wrong.  It might be boring, but it really is all about the basics; great, actionable research about doing the ‘right’ things – asking the right questions, to the right people, in the right way.  Chris has used this approach with the many clients he has worked with over the years, across many sectors, and has always promoted this approach via the many training course, webinars and seminars he has hosted over the years.

Outside of work, Chris is a keen golfer and a ‘middle aged man in lycra’ – i.e. keen cyclist.

You may also be interested in

Search the CX insights hub

Webinar

Understanding Customer Loyalty - Attitudes, Behaviour, and Value

Customer loyalty is fundamental to our vision of how to build long term sustainable businesses, grounded in what we call a "loyalty strategy". In simple terms, that means finding and keeping the right customers. But "loyalty" is a curiously slippery word, often meaning different...

Magazine

Building and Adapting Emotional Loyalty

Why is purpose so important? Capgemini explain the links to emotional loyalty.

Customer Insight Magazine

Created and published in house, Customer Insight magazine is a home for longer features, case studies, and latest thinking on customer experience and insight. All designed to inform, stimulate, and sometimes to provoke. We hope you enjoy reading it as much as we do creating it!

Webinar

Best Practice Driver Analysis

Key driver analysis is the tool which lets you measure which aspect of the customer experience to prioritise, but many organisations are using statistical techniques which are not really fit for purpose. In this webinar we discuss the weaknesses of commonly used techniques, and s...