silent attrition

Silent attrition is a situation in which customers stop patronizing a business without any communication.

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Silent attrition is a situation in which a customer stops patronizing a business without any explanation. 

According to Andrea J. Ayers, president of customer management at Convergys:

Silent attrition varies by industry, but in general, companies are losing about 12% of their customers this way, with the defectors poisoning the well among potential new customers. Silent attrition, particularly in this economy, can spell the difference between a company's success and its failure.

 

This was first published in April 2010

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