Clayton Christensen: Results Drive Retention

Powerful idea from the great Clayton Christensen:

“When we buy a product, we essentially ‘hire’ something to get a job done. If it does the job well, when we are confronted with the same job, we hire that same product again. And if the product does a crummy job, we ‘fire’ it and look around for something else we might hire to solve the problem.”

In other words…

–CUSTOMER RESULTS DRIVE CUSTOMER RETENTION–

Our research indicates that customers who achieve results stay on average 5.7 times longer than customers who don’t.

In fact, measurable customer results are by far the BEST PREDICTOR of customer retention we’ve ever tested.

That means our job is not to make customers HAPPY, but to make them SUCCESSFUL!