Customer churn remains high for cable and telecom service providers, some of which lose 2.5% to 3% of their customers each month. In this brief video, Partner Charlie Kim, head of Bain & Company's Media practice in the Americas, explains why companies that focus on cultivating loyalty during "moments that matter" are more likely to retain customers than companies that scramble to save their relationships when defection is imminent.
Read the Bain Brief: Breaking the back of customer churn
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