When Data Lies

Just because your metrics don’t show the customer has abandoned doesn’t mean she doesn’t hate your guts.  I’m not terribly fond of LegalZoom and have a fleeting feeling their agents are pushing only their most profitable products.  That said, I’m unwilling to shop around for a number of reasons-

1. I already have an account and transaction history with the company.
2. How can I be sure the next company would be any different?

At data level I can be easily bucketed under valuable customer segment.  LegalZoom can choose to ignore the ‘signs’ because from a profitability standpoint my disappointment has no material impact.  But does this mean I’m a customer for life?

Related post: Defection Latency

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