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(mobileYouth) Loyalty and Churn
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(mobileYouth) Loyalty and Churn

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Annualized youth churn rates across the 65 markets covered in the mobileYouth report average just over 30%. That means one in 3 youth accounts are switching or deactivating every year - an attrition ...

Annualized youth churn rates across the 65 markets covered in the mobileYouth report average just over 30%. That means one in 3 youth accounts are switching or deactivating every year - an attrition cost that totals billions of lost dollars for service providers.

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(mobileYouth) Loyalty and Churn Presentation Transcript

  • 1. ANNUALIZED YOUTH CHURN RATES ACROSS THE 65 MARKETS COVERED IN THE MOBILEYOUTH REPORT AVERAGE JUST OVER 30%
    Johnwreford
    GethinThomas
  • 2. YOUTH LOYALTY DOES NOT EXIST. LOWERING CHURN DOESN’T COME FROM INCREASING LOYALTY BUT REDUCING “PAIN” POINTS OR SWITCHING TRIGGERS.
    donna56455
  • 3. 8% OF CONSUMERS GIVE UP ON A SERVICE WITHOUT TRYING TO FIND A RESOLUTION.
    29% DO NOT THINK ANY OF THE SUPPORT SERVICES AVAILABLE TO THEM ARE EFFECTIVE.
    Claire_Sambrook
  • 4. LOYALTY ISN’T A PROGRAM. COMPANIES WITH THE LOWEST ATTRITION RATES CHAMPION A CORPORATE CULTURE WHERE CUSTOMER SERVICE ISN’T A DEPARTMENT BUT A MARKETING STRATEGY
    badshotphotographer
  • 5. VERIZON HAS HAD THE LOWEST CHURN AMONG ITS COMPETITORS FOR YEARS. IT HAS ALSO HAD THE BEST CUSTOMER SERVICE RANKING AMONG ITS COMPETITORS.
    joncomb
  • 6. CHURN IS SOCIAL. IT OCCURS OVER A PERIOD OF TIME DRIVEN BY SOUR EXPEREINCES AND PEER RECOMMENDATIONS.
    Stefano Toscano
  • 7. RETENTION IS THE NEW ACQUISITION. PROVIDERS FOCUSING ON KEEPING EXISTING CUSTOMERS WILL WIN NEW ONES VIRTUE OF THE EARNED MEDIA CREATED BY PEER RECOMMENDATIONS.
    handstrends
  • 8. STAY TUNED TO MOBILEYOUTH TV FOR MORE ON OUR UPCOMING LOYALTY REPORT 2011.
    manfrommanila