Switching Currents
See who customers leave you for, why, and when the next tide surges.
The job
Maps flows of people who publicly say they are leaving for a rival or arriving from one, prices each flow and forecasts when it will surge. Turns the strongest outflow into an owned fix, proven when that flow thins against flows left alone.
The moment
A map shows customers who publicly say they are leaving for a rival, or arriving from one, as ocean currents. One thick red current flows to a single rival.
It is labelled "Outer suburbs, indoor coverage" and priced at $14 million a year at risk. Its tide table says it will double in three weeks, when contracts from last year's holiday promotion end.
The CCO takes it on for network planning, with 30 customer quotes attached.
Two months later the current is visibly thinner, while those left alone hold steady. The verdict: down 41% against the comparison currents, measured on 612 cases before and 355 after.
What it does
- Adopt a current
- File the fix to the owning team
- Send a save-desk script
- Reach identifiable 'thinking of leaving' contacts
- Brief the proposition owner on why customers are drawn to a rival
- Send the board paper
What you see
Animated ocean-current migration map with a week scrubber, per-current tide tables and a one-page board paper that leaves as a PDF link
What it moves
Net switching for each rival (people leaving minus people arriving, per month), dollars of revenue at risk on the flows taken on, and the share of those flows confirmed as thinned.
Built for
- CX leaders & VoC
- Executives & leadership
