Learn or churn

First, think of some companies spending huge amounts of money on advertising; those with TV advertisements in slots around programs with large viewing figures is a good place to start. Next, consider your perception of the quality of the customer service offered by these companies.
Many companies are hemorrhaging customers due to poor service and at the same time spending a fortune on trying to get new ones. Now call me old fashioned, but if these companies spent some time and money trying to understand the reasons they are losing customers and then doing something about it they would find themselves with a win, win, win situation. Customers would be happier (and more likely to recommend the company to their friends), the company would lose less customers and they could save a fortune in advertising costs.
I admit I have no data to back this up, but I’m happy to go with my gut feeling and leave you out there to agree with, or correct me.