Few activities conjure up dread like calling customer service to cancel a subscription. Between 25-digit account numbers, elevator music and endless re-direction, the whole process can have you reconsidering the need for cell phones and wifi in the first place.
You might not know this, but many reps are authorized to forgive or credit customers hundreds of dollars to keep them happy. All this, just to keep one person plugged into their system. Why?
When a customer cancels their membership, companies call this "churn," and it's an important concept. Churn is the term to describe people leaving an organization. That includes employees as well as customers. Reducing churn is important for many reasons. In the simplest of terms: a happy customer is more likely to refer others and to purchase from you. An unhappy customer (or employee) who leaves does more than reduce revenue. They may also diminish reputation and direct potential clients (or employees) away.
This is important to know no matter who you are: entrepreneur, employee, or customer because churn affects far more than profits and losses.
A different kind of churn influences outlook and ideology.
Get Out of Your Head
“The tragedy of the world is that most people are governed by their negative experiences.”
How many people have experienced disappointment or pain which has caused them to turn against an entire community, idea, or opportunity? Jaded nihilism is representative of the lowest common emotional denominator.Think of how often you've thought “I tried once, that went poorly-- I’ll never make the mistake of trying again!”
How many scientist has the world lost because of science fair projects that went awry?
How many brave leaders has the world lost because of disheartening outcomes?
What opportunities have you avoided because of your former experiences?
If you take the time to think about it, you might realize there are more answers to that question than you'd like to believe. So, go on, pull some old spoiled apples out of your basket, they're ruining the bunch -- and you don't even know it!
The amount of churn around your pursuits and passions is a result of fundamental attribution error. The assumptions which many people misinterpret as hard truths are the result of inaccurate interpretations. Imagine the relatively minuscule data set that makes up your lived experiences. Your past is in no way indicative of the limit to what's possible. Unfortunately, it's all too easy to believe the opposite...and give up.
What can you do about it?
Check your assumptions. What rules do you believe to be true because of “this one thing that happened this one time..." and other anecdotal experiences. Remember, your assumption-based beliefs might not be as widely understood to be incorrect as say, racism, sexisim, or other negative social perceptions. Still it helps to root out inaccurate/biased beliefs all the same. A tool for this process is a Chart on Thinking Errors
Imagine a world where people are driven by their positive experiences. Imagine how that world would generate positive experiences more frequently, and widely accessible. That's exactly the mentality it takes to win at crowdsourcing. Our attitudes get us halfway there, so as long as you recognize there are virtually no limits -- you decide the destination. The world will make it happen.