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Tag: 'moments-of-truth' Blog Posts

from the Gartner Blog Network

Moments of Fallacy: Your Customers Don't Leave But Are Invited To Do So

by Augie Ray  |  May 13, 2019

We get the language of customer retention and attrition all wrong. We say things like "customers abandon us," "they leave," or "they attrite." But in framing our brand's retention issues...

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