Episode 137: Diane Gordon's been doing this for over three decades, and the margin for error is still too damn high.
⏱️ Timestamps:
00:00:00 - Intro
00:00:54 - A customer experience nerd
00:01:31 - Struggling with retention forecasting
00:02:50 - Trust no health score
00:03:10 - Health scores: More of a guessing game?
00:04:36 - Keep sentiment and health scores separate
00:05:56 - Can AI solve the accuracy gap?
00:06:23 - The risk of equating happiness with renewal
00:09:00 - Blind spots in customer predictions
📺 Lifetime Value: Your Destination for GTM content
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 Connect with the hosts:
Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung
JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/
Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/
👋 Connect with Diane Gordon:
Diane's LinkedIn: https://www.linkedin.com/in/gordondiane/
