BOND
Silent Churn
Most unhappy customers don't complain — they simply disappear.
Most unhappy customers don't complain—they simply disappear. Because negative experiences weigh more heavily than positive ones, a few unspoken frustrations can quietly erase a lot of hard-won goodwill. If you only listen to the ones who speak up, you will underestimate the problem and keep losing the people who mattered most without ever knowing why.