David Avrin

Why organisations work with David Avrin

• He names, in operational detail, the specific behaviours and processes that cause customers to leave. His 24-reason framework in Why Customers Leave gives commercial and operations teams a working diagnostic, not a slogan.
• He separates customer service from customer experience and makes the distinction commercially useful. Service is what staff do; experience is what customers feel about the entire buying journey, including everything that happens before a human is involved.
• His content is built for revenue-facing teams: sales, marketing, customer success, frontline operations. It translates directly into process changes, not cultural aspirations.
• He has delivered keynotes for the commercial leadership of organisations including Toyota, Johnson & Johnson, and Fidelity Investments, and frames customer experience in the terms those rooms respond to: margin and retention.
• Forbes named Why Customers Leave one of its Top 10 Books of 2019. The book is published in six languages and is used as a reference text by CX teams internationally.

Biography highlights

• Author of seven books, including Ridiculously Easy to Do Business With, The Morning Huddle, and Why Customers Leave (and How to Win Them Back)
• Why Customers Leave named one of Forbes’ Top 10 Books of 2019, published in six languages
• Certified Speaking Professional (CSP) and Global Speaking Fellow, the two highest professional designations in the global speaking industry
• Recent keynote clients include Toyota, Johnson & Johnson, Hilton, Fidelity Investments, and RE/MAX, with two main-stage appearances at the Million Dollar Round Table
• Has delivered keynotes in 28 countries, including Singapore, Dubai, London, Mumbai, Johannesburg, Buenos Aires, Bangkok, Melbourne, and Barcelona
• A 25-year body of work on customer experience and commercial differentiation in saturated markets

Biography

Most customer-facing organisations now compete in markets where the buyer has effectively unlimited substitutes a click away. The cost of being slightly harder to deal with than a competitor has changed. It used to be measured in complaints. Now it is measured in defection.

David Avrin has spent twenty-five years working on the operational side of that problem. His seven books, including Why Customers Leave (and How to Win Them Back), named one of Forbes’ Top 10 Books of 2019, and Ridiculously Easy to Do Business With, are practitioner texts. They name the specific points in a buying journey where customers disengage, and what commercial teams can do about each one.

That commercial register comes from the rooms he works in. Avrin’s recent keynote clients include Toyota, Johnson & Johnson, Hilton, Fidelity Investments, and RE/MAX, and he has twice taken the main stage at the Million Dollar Round Table. He makes the case for customer experience in the language of margin and retention. He holds CSP and Global Speaking Fellow designations, the two senior credentials in the international speaking industry, and has delivered keynotes in 28 countries.

The argument running through Avrin’s work is that service quality is now table stakes. The remaining differentiator is friction, every avoidable obstacle between a prospect’s intent and their purchase, and between a customer’s need and its resolution. Removing it is harder, slower, and more commercially valuable than most organisations recognise until they lose share.

Key speaking topics

• Customer experience strategy
• Friction reduction in buying journeys
• Customer retention and defection
• Sales and revenue growth
• Customer service versus customer experience
• Ease and convenience as competitive advantage

Ideal for

• Chief customer officers, CX directors, and customer success leaders rebuilding the post-sale experience
• CMOs and commercial directors under pressure to defend margin in saturated categories
• Sales, service, and frontline operations teams responsible for the moments where customers decide to stay or leave
• Franchise networks, retail organisations, and multi-site businesses needing consistency in customer experience across locations

Audience outcomes

• A working diagnostic of where customers are silently leaving and why
• A clear separation between customer service and customer experience, and the commercial implications of each
• Specific friction points to remove in their own buying and service journeys
• A reframing of customer experience as a revenue and retention lever rather than a service-quality metric