The Subscription CX & Retention Leader’s Role in Customer Loyalty
Abstract:
John Abraham, Customer Experience Advisor and Founder of the Medallia Institute, is one of the foremost experts in customer experience management. In this webinar, John joins our host, Steve Arentzoff, for a master class on the importance of optimizing subscription payments experiences to create increased customer retention and LTV, and provides practical guidance that can be applied to any subscription business. When implemented, these tips will deliver immediate improvements in customer retention, LTV, and revenue growth.
In this 25-minute session, they discuss:
- An introduction to the payments experience, and why poor experiences are the largest, hidden cause of subscription churn.
- Real world examples and research statistics to build the case that companies that have solved their payment problems are typically top financial performers in their sector.
- Best practices in organizational design and technology that deliver top results.
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Speaker Bio
John Abraham
CX Expert
John is a customer experience expert and advisor, having most recently led industry solutions for Medallia’s largest clients in Europe. He founded the Medallia Institute, providing education and research on customer and employee experience. An accomplished facilitator, John has run workshops with more than 2000 experience management professionals and executives across a variety of industries. Prior to Medallia, John lead the Net Promoter community, working closely with Bain & Company Fellow and customer loyalty author Fred Reichheld.
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Speaker Bio
Steve Arentzoff
SVP of Marketing, FlexPay
Steve is a modern, results-oriented marketing executive with over 20 years of senior technology marketing leadership, building high-performance marketing organizations, category leadership, marketing and sales alignment, and accelerated company growth rates. Before joining FlexPay, Steve was VP of Demand Generation at Medallia, and Senior Vice President of Global Digital Marketing at Cision.
