Why Customers Churn
Point of View

Understanding the “Why” Behind Customer Churn

One of the most vital Experience Improvement (XI) efforts your company can take on is reducing customer churn. Why? Because it’s one of the four major ways your experience programme can positively impact your bottom line.

In this Point of View article, expert Jennifer Passini, Ph.D. discusses why it’s so important to not only close the loop with disgruntled customers, but to discover why customers churn so you can be proactive about your retention efforts. Read more below!

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