Your Customers Decided to Leave Long Before They Told You
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Your Customers Decided to Leave Long Before They Told You
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The worst surprise in business is the customer who leaves out of nowhere, except it was never out of nowhere. They decided to leave weeks or months before they told you, and the cancellation was just the paperwork. In this episode, JT breaks down why retention is not measured at the renewal but decided in a hundred small moments along the way, and the three moves to see churn coming while you can still stop it: read the relationship at every touch point instead of waiting for the finish line, act at half the time to churn so you are preventing a decision instead of reversing one, and build one escalation that fires on a number and lands with a named owner. Ends with a one-customer homework assignment that will change how you see every account you still have.
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