Why is Digital Churn So High?

We’ve been tracking small and medium sized business (SMB) churn rates for digital marketing service products for over seven years and despite all the advances in technology it still remains a systemic problem. Churn itself is very complex. It can be service related, a product quality issue, a pricing issue, a natural end of contract event, or a host of other reasons. One would think with awareness and advances in technology some of the reasons for churn would improve over time. They haven’t. So why do high levels of customer churn persist?
In many cases providers don’t truly understand how churn works or what to do about it.

In our latest advisory report, Beating Digital Churn, we highlight some of our research findings on SMB churn rates for Websites, SEM, and SEO products, as well as, provide guidelines on how organizations can begin to address the destructive cycle of churn. This is a free report and can be accessed below:

 

Churn-Report

 

 

 

Jason Peaslee

Jason Peaslee is the Managing Partner of Thrive Analytics, a marketing research and analytics consulting firm. His career spans more than 20 years in marketing, advertising, product development, research, and business management. Before founding Thrive Analytics in 2010, he held several senior leadership roles at AT&T, Reynolds & Reynolds, Berry Network, & The Berry Company.

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