Sounds like the stuff of science fiction?
Conjures up scenes from the block-buster 1990’s movie, The Minority Report, where ‘pre-cogs’ predicted crimes ahead of their actually occurring and members of the ‘pre-crime’ squad arrested perpetrators before they even raised a hand.
Regardless of what you call it – defection, attrition, turnover, changing providers, you name it – customer churn is a painful reality doing business. But is the tide turning for customer retention?
It’s time to be smarter about keeping customers, really making life easier for them to stay. Who has the responsibility for customer retention in your organisation?