Free to attend 45-minute webinar
Thursday 20 November 2025 at 12pm (GMT)
Attrition is costly, but it is not random. When customer feedback is collected at the right moments, made easy to give, and followed up with visible action, retention improves. This practical session focuses on simple, data led customer satisfaction tactics that turn everyday signals into timely fixes, prevent churn, and build renewal momentum.
Join Guy Letts and Darren Wake for a focused walkthrough of how to measure retention with confidence, design fast response loops that customers notice, and share insight across teams so improvements land and last. Expect straightforward methods, ready to use templates, and examples you can apply the same week.
This session is for CX leaders and Customer Success leaders who own renewals, satisfaction, and the credibility of customer evidence in decision making. It will also be useful for teams with a direct relationship with customers, such as Product, Operations, and Service, where feedback needs to translate into action and measurable retention.
If acquisition costs are rising and customer patience is shrinking, retention must carry more of the load. This webinar gives you a clear, data led path from feedback to reduced attrition, with tactics that are simple to adopt and easy to explain to senior leaders. You will leave with a plan to protect revenue, align teams around what matters, and report impact without jargon.
This session offers practical guidance you can use right away. You will learn how to:
Guy is CustomerSure’s CEO. Before founding CustomerSure in 2010, Guy was Head of Services and Head of Product Development at Sage, the UK’s largest software firm. Guy has spent more than 30 years working to deliver VoC programmes that respect the customer and deliver outstanding results
Darren Wake leads Customer Success at CustomerSure, where he helps clients act on feedback in ways that improve retention, increase revenue, and reduce customer effort. With a background in marketing, research, and experience design, he’s worked with teams across sectors to align internal processes with what matters most to customers. Known for his practical, plain-speaking approach, Darren helps organisations keep things simple, focus on the essentials, and deliver measurable improvements.
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