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
8

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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