Saturday June 6, 2020

Inertia or churn: the case of utilities and insurance

Latest Sunday Business Post/Coyne research shows numerous differences of customer loyalty across utility markets

22nd May, 2016

Inertia is the tendency of bodies to remain motionless in the absence of another physical force upon them. Or, in marketing terminology, the presence or absence of switching behaviour within a particular customer base, leading to “churn” as customers are turned over as they move between suppliers.

This is what we are examining in the latest Sunday Business Post/Coyne Research market study, in particular with reference to utilities and insurance both of which...

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