There is a popular myth that in order to protect its metalwork from the salty ravages of the nearby North Sea, the Forth Bridge needed to be painted to keep it proofed against corrosion. The task took so long that, by the time the painters finished one job, it was immediately time to begin over.

A good friend and colleague recently left our firm to take on a more senior product management role elsewhere. His boss and his boss’s boss stood next to him and gave him a glowing and sincere send-off, with the leaving speech striking that good balance between “we’re sad to see you leave” and “go out, excel and make us proud”.

As you may have gathered, I’ve been tinkering with the WordPress theme of this site. Still early days yet and I’ve a bit more tinkering to do, but I think it’s an improvement.

For those who are interested, I’m using Duster by Automattic.

How much would you invest to prevent a mass customer exodus? Everything Everywhere, the merged T-Mobile / Orange behemoth, was happy to spend £150 per customer to shore up its customer base following the post-merger restructuring.

What did it gain? A reduction in monthly churn from 1.7% to 1.3%, significant given their customers number well into the millions, plus an additional 300,000 customers locked into long-term contracts in place of short-term pre-pay contracts.