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Video

Charlie Kim: Breaking the back of customer churn

In this brief video, Bain Partner Charlie Kim discusses how cable and telecom companies can rein in customer churn by cultivating loyalty.

  • September 17, 2014

Video

Charlie Kim: Breaking the back of customer churn

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 Brief: Breaking the back of customer churn

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