At Exceed Global, we often come across organisations measuring churn (customers leaving) purely from a lost revenue perspective. Failing to find out and quantify why customers are walking out the door can be a massive missed opportunity. Wildly chasing after deserting customers with crazy win-back offers seems to be the status quo in some cases and can often be a false economy. If you have had a shocking customer service experience, sometimes even a lifetime free offer will b

Welcome to my first update as CEO of Exceed Global. I am relishing the opportunity to meet as many of our followers as possible and am looking forward to sharing our insights and learnings with you. Great customer experience is my passion – both the giving and receiving of it and yes, I get it that this has a different meaning for each of us. Part of this passion is that I am a survey junkie - as many a provider of poor customer experience has found out. I will put down what