From the beginning, our support team has been engaged in a conversation with our customers. We have been listening, talking, and sharing our knowledge in a way that unintentionally fulfilled that unwritten social contract.
In return, our customers have rewarded us by staying put and telling their friends. Our support effort to honor the “social contract” together with the efforts of Engineering and Product are why (mt) Media Temple can boast a very respectable customer churn rate of 1.3%.
Interesting way of putting it. There definitely is this unwritten contract between customers and the support team. Miguel’s got some solid points here.