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Top Takeaways:   


“Customers remember the end of their experience with a company to a higher degree. If you leave a bad taste in their mouth, you not only negatively impact the customer’s experience, but also impact what that customer tells their friends and their network.”  “If customers can sign up seamlessly online, they should be able to cancel in a manner that is just as easy.”  “Customer needs change. Their ability to pay can change. Offering alternatives and a great experience when that happens is something that every business model should welcome.”  “It is easy for everyone to catch up when it comes to product features and technology. The only way to truly differentiate yourself is with the way you treat your customers.” 


Tony Sternberg is the CEO and co-founder at ProsperStack, a platform that helps subscription businesses optimize their customer cancellation experience through automation. Prior to ProsperStack, Tony was President at CATS Software, playing key customer-facing, product, and operations roles.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. Why is offboarding process important? 
  2. How do you properly offboard customers? 
  3. How do you differentiate yourself from your competitors?
  4. What does the peak-end rule mean? 
  5. How do you add personalization to automated processes? 

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