Why Customers Leave: Timing, Truth, and the Cost of Inconsistency

Losing a customer hurts—but missing what their exit can teach you hurts more. In this episode, we unpack a two-phase offboarding feedback strategy that captures the truth twice: immediately after churn and again once customers have settled with a new provider. You’ll learn how to ask hard questions without defensiveness, why timing changes insight quality, and how to turn churn into actionable CX signals.

We cover the exact questions that surface breaking points, broken promises, and hidden process gaps—then show how to translate those patterns into leadership language around risk, speed, and results. Plus, why AI can support workflows but can’t replace trust, adoption, or accountability.

If you’re ready to move from CX heroics to consistent, scalable experience design, this conversation gives you the framing, timing, and questions to start.

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Resources Mentioned:
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Experience Investigators Website -- https://experienceinvestigators.com

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