Why do satisfied customers leave? (feat. Joey Coleman and Brian Breslin)

2025-10-29

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On this episode, we explore why satisfied customers leave — and what it takes to turn satisfaction into lasting loyalty.Most B2B and B2C businesses assume that satisfied customers will stay. But research shows that 20 to 70% of new customers leave within their first 100 days — even when they rate their experience as "satisfactory." Drawing from examples across a wide variety of industries, our expert guests reveal the critical moments in the customer journey when satisfied customers are driven to ...

On this episode, we explore why satisfied customers leave — and what it takes to turn satisfaction into lasting loyalty.

Most B2B and B2C businesses assume that satisfied customers will stay. But research shows that 20 to 70% of new customers leave within their first 100 days — even when they rate their experience as "satisfactory."

Drawing from examples across a wide variety of industries, our expert guests reveal the critical moments in the customer journey when satisfied customers are driven to leave, the hidden costs of customer attrition that extend beyond lost revenue, and the practical strategies that transform transactional relationships into emotional connections strong enough to keep customers coming back.

Listen for the compelling insights of Joey Coleman, keynote speaker and author of Never Lose a Customer Again, and Brian Breslin, vice president of fintech and SaaS at TELUS Digital.

Visit our website to learn more about TELUS Digital.

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