Learning from Lerner: The simple science of retaining customers

Always back to basics. I read Matt Lerner’s article below and mentally did a “find-and-replace” – PayPal with American Express. The processes, in my experience, are the same. Managing churn, customer retention, loyalty – whatever you call it does not require rocket science. A spreadsheet and lots of coffee are effective tools. Great read for anyone who’s truly interested in the consumer finance or SME business.

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