#customer-churn

#customer-churn

Most organizations talk a good game about loyalty, but miss the moment of truth: what happens when someone walks away. Whether it's a customer canceling a contract or a valued employee handing in her resignation, the loss stings. But here's the upside: win-backs can be far more potent than acquisitions. People who return - employees or customers - often become more loyal than those who never left. But only if the organization earns the return.