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”.

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.