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Customer attrition, also known as customer churn, customer turnover, or customer defection, is the loss of clients or customers.. Companies often use customer attrition analysis and customer attrition rates as one of their key business metrics (along with cash flow, EBITDA, etc.) because the cost of retaining an existing customer is far less than the cost of acquiring a new one. [1]
The measurement of customer retention should distinguish between behavioral intentions and actual customer behaviors.The use of behavioral intentions as an indicator of customer retention is based on the premise that intentions are a strong predictor of future behaviors, such that customers who express a stronger repurchase intention toward a brand or firm will also exhibit stronger ...
Point 10 of Deming's 14 points ("Eliminate slogans, exhortations, and targets for the work force asking for zero defects and new levels of productivity.") is clearly aimed at ZD. [22] [23] Joseph M. Juran was also critical of ZD. [24] Another criticism is that Zero Defects is a motivational program aimed at encouraging employees to do better.
Performance is a product's primary operating characteristics. For example, for a vehicle audio system, those characteristics include sound quality, surround sound , and Wi-Fi connectivity. Conformance refers to the degree to which a certain product meets the customer's expectations.
These customer reviews are then used to shape how companies function internally, directing what kinds of goals employees should have to achieve the company's overall mission. Then, organizations can assess performance based on the products that employees create. Finally, financial performance measures should be a focus to identify how employee ...
In his work on diffusion of innovations, Everett Rogers posited that change must be understood in the context of time, communication channels, and its impact on all affected participants. Placing people at the core of change thinking was a fundamental contribution to developing the concept of change management.
Image source: The Motley Fool. American Tower (NYSE: AMT) Q4 2024 Earnings Call Feb 25, 2025, 8:30 a.m. ET. Contents: Prepared Remarks. Questions and Answers. Call ...
Human error, human performance, and human reliability are especially important to consider when work is performed in a complex and high-risk environment. [ 2 ] Strategies for dealing with performance-shaping factors such as psychological stress , cognitive load , fatigue include heuristics and biases such as confirmation bias , availability ...