About
Articles by Anita
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Customer expectations at all-time highs: How companies can keep up
Customer expectations at all-time highs: How companies can keep up
By Anita Toth
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Are you ready? 3 Customer Retention Strategies for the Pandemic’s Next Wave
Are you ready? 3 Customer Retention Strategies for the Pandemic’s Next Wave
By Anita Toth
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Maximizing Customer Retention in the Pandemic's Second Wave
Maximizing Customer Retention in the Pandemic's Second Wave
By Anita Toth
Contributions
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What are some innovative ways to reward your loyal customers?
You can be so creative here! Offer exclusive events for your top tier customers where they can interact and network. The common ground is your company but they'll soon find other commonalities. These customers can become your second salesforce! With your lower tier customers offer in-person events, webinars, sneak peeks at upcoming launches, new product lines etc. Humans love to be 'first to know'. Find opportunities to share exclusive info with your customers.
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What do you do if your customers are considering switching to your competitors?
If your customer is considering leaving, offering a discount doesn't solve the problem of WHY they're considering leaving. Financial incentives in particular are a bandaid fix. Proving value, strong communication and a good customer experience are the keys to loyalty. You may temporarily save a customer with a discount but as soon as their renewal is up, they'll be looking to churn. Prove value. Communicate well. Provide a good customer experience. These 3 things are the basis of strong customer loyalty.
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What do you do if your personal growth is stagnant and you want to improve customer retention skills?
Continuously strive to improve. Feedback is just one piece. Educate yourself. Take courses (eg Difficult Customer Conversation course), listen to webinars and follow people on LinkedIn who teach customer retention skills. Also, remember that churn and customer retention are two sides of the same coin. Learning about the causes of churn will help you better understand how to retain customers.
Activity
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LinkedIn is not the place for politics. But it is a place where young women get ideas about who and what they can (and cannot) become. Watching a…
LinkedIn is not the place for politics. But it is a place where young women get ideas about who and what they can (and cannot) become. Watching a…
Liked by Anita Toth
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Yep, it's definitely time to rethink customer success. I posted about the dangers of "Concierge Customer Success" a few weeks ago. Many of you…
Yep, it's definitely time to rethink customer success. I posted about the dangers of "Concierge Customer Success" a few weeks ago. Many of you…
Liked by Anita Toth
Experience & Education
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ATI Hidden Revenue Hunters
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Publications
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Crystal Ball of Customer Success
CS Connect
See publicationA collection full of awesome insights from top industry leaders. 🌟
What's inside? 🤔
🔍 Trends that they think will shape Customer Success in 2024!
⛔ Trends that need to say goodbye in 2024!
🔄 What CS folks should start, stop, and keep doing!
💬 Quotes and wisdom from the pros!
📚 Books recommendations to level up you CS game.
We've got some real gems and some bold statements in there! 🌈
See what you can learn and bring into the new year! -
Chief Customer Officer Playbook
Rod Cherkas
See publicationDevelop and master the skills you need to be a successful CCO. You will be able to accelerate your career growth, build your confidence, and deliver stronger, repeatable results by reading this playbook.
This book will enable you to:
Understand the scope and expectations of a CCO
Identify the skills you need to acquire along your career path
Deliver repeatable, predictable results with confidence
Gain advocates within your company and across your network
Improve…Develop and master the skills you need to be a successful CCO. You will be able to accelerate your career growth, build your confidence, and deliver stronger, repeatable results by reading this playbook.
This book will enable you to:
Understand the scope and expectations of a CCO
Identify the skills you need to acquire along your career path
Deliver repeatable, predictable results with confidence
Gain advocates within your company and across your network
Improve alignment between you and your executive leaders -
Customer Success Mindset
Jyo Shukla
See publicationUnlock unlimited growth potential for your business using your biggest advocates: your customers. Being a truly customer-centric organization goes beyond just having a customer success function. This book talks about some strategies that will help you adopt a company-wide customer-first mindset to fuel your growth.
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Gratitude: Stories from Our Hearts
Don Williams and his friends share candid stories from their lives where they’ve witnessed or experienced the amazing power of Gratitude.
Don’s amazing Friends and Co-Authors (in order of appearance) are:
Anita Toth
Ab DeWeese
Christoffer Nettelbladt
Denise Reed
Edward Cox
Enitza and David Rivera
Erik Frank
Fanny Dunagan
Frank Tommaso
Jamie Douraghy
Janet Gendelman
Jeff Kenny
JP Midgley
Katty Douraghy
Leonard Lynskey
Michelle…Don Williams and his friends share candid stories from their lives where they’ve witnessed or experienced the amazing power of Gratitude.
Don’s amazing Friends and Co-Authors (in order of appearance) are:
Anita Toth
Ab DeWeese
Christoffer Nettelbladt
Denise Reed
Edward Cox
Enitza and David Rivera
Erik Frank
Fanny Dunagan
Frank Tommaso
Jamie Douraghy
Janet Gendelman
Jeff Kenny
JP Midgley
Katty Douraghy
Leonard Lynskey
Michelle Quick
Mark Pfluger
Raj Goodman Anand
Sayjel Lakhiani-Bhatt
Steve Greig
Susan K. Younger
Vlad Gendelman
Walter Monk
Warren Rustand.
Book sales benefit St. Jude Children’s Research Hospital.Other authors -
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Findings of an Investigation into Allegations of Workplace Harassment
McMaster University
This report was the final findings of the investigation I participated in as co-investigator of McMaster's Joint Anti-Harassment Committee.
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Community Water Fluoridation
McMaster University
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Great Lakes Water Quality Agreement and Chemicals of Concern Update
McMaster University
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Nutrient Overgrowth in the Lakes
McMaster University
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Radon
McMaster University
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Recreational Water
McMaster University
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Speciation of Heavy Metals and Toxicity
McMaster University
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Biomonitoring
McMaster University
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Chemicals of Concern in Ontario and The Great Lakes Basin—Update 2011: Emerging Issues
McMaster University
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Lead in Drinking Water
McMaster University
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Particulate Matter (PM) and Total Suspended Particulate (TSP)
McMaster University
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Wind Turbine Noise and Health Effects
McMaster University
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Women’s Environmental Health
McMaster University
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Air Pollution and the Built Environment
McMaster University
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Water Fluoridation
McMaster University
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Epidemiological Clusters
McMaster University
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Great Lakes
McMaster University
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Radon
McMaster University
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Antibiotic Resistance and the Consumption of Food Animals
McMaster University
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Birth Defects
McMaster University
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Bisphenol A
McMaster University
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Lead
McMaster University
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Tuberculosis Prevention and Treatment
Canadian Nurse
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The Potential for West Nile Virus Infection and Options for Mosquito Control
Public Health and Epidemiology Report Ontario (PHERO)
Pages 210-214.
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Courses
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The Customer Retention Blueprint
CRB
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