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In the TMC.net article titled A Challenge for T-Mobile: Reducing Sky-High Customer Churn Rates, author Tracey Schelmetic discusses the high turnover rate of customers at T-Mobile and what the company is doing about it. Essentially, over 2% of customers leave their long-term contracts monthly, or about 25% per year. To address that, the organization is […]

The little girl was with her family at Disney World for the first time. She had just sat down to have her ice cream cone, and was wearing a princess outfit which was bought just for this special trip. As she started to eat, the ice cream fell off the top of her cone onto […]

I was giving a speech to the Charlotte Chamber of Commerce last year to small business owners, and a client came to co-present with me. The focus of the talk was Driving Customer Retention and Growth, and I was there to talk strategy, and my client talked about how his organization implemented that strategy – […]