Tag Archives: focus

Most companies measure the number of customers who leave them in some form or fashion.  Most call it churn.  This is not a bad thing, not as such.  But think of it like this, if you get what you measure, why do you want to measure the number of customers leaving?  Wouldn’t you prefer a measure that tells you about the number of customers you’re keeping?  Can you see how the focus shifts?  How the goals are different?  I like keeping the attention on how to keep your customers.  I like seeing how well we do at that and studying and listening about how to do it even better.   Read more...
(289 words, estimated 1:09 mins reading time)