lusion Chapter 5 Consumer Shopping Cycles for Telecom How Do Consumers Manage All of This Information? Shopping Cycles The Shopping Cycle for Automobiles Churn and the Buick Buyer Shopping Cycles for Convenience Stores Convenience Store Churn Stable VS. Unstable Shopping Cycles Understanding Telecom Shopping Cycles Alternative Telco Contract Types The Consumer/Provider Relationship Consumer Expectations Pre-Competitive Shopping Cycle The Competitive Telecom Shopping Cycle Modern Telco Shopping Cycle Behavior Examples The Incumbent Do-or-Die Cycle Professional Churners (a.k.a. Professional Shoppers) The Confused Consumer eXcellence in Telecommunications The Telco Churn Handbook Shopping Cycle Chaos Strategies for Managing Shopping Cycle Chaos Chapter 6 Traditional Views of Churn Management How Other Industries Manage Churn The Retail Buying Experience Airline Industry Churn Management Typical Telco Churn Management Techniques Preemptive Churn Management The Economics of Preemptive Churn Management Selective Vs. Blanket Preemptive Investing Preemptive Management Techniques Loyalty Programs Reactive Churn Management Reactive Management Techniques Predictive Response Campaigns Random, Disorganized Responses to Churn The Churn Stimulation Campaign Stealing Your Own Customers Mixed Messages, Poor Returns A Systematic Approach to Churn Issues Chapter 7 Churn Management Wisdom Basic Rules of Churn Churn Always Happens Churn Only Happens When Conditions Are Right When Conditions Are Right, You Cannot Prevent Churn When Conditions Are Right, You Will Loose Money Better To Manage Churn Than For Churn To Manage You The Customer Factor All Customers Are Not Of Equal Value Customers Churn For Complex Reasons Companies Act On Segments, Customers React As Individuals Every Customer Behavior Can Be Anticipated Some Customer Behavior Can Be Predicted Changing the Churn Management Equation Timing Issues When To Take Action? Finding the Critical Moment Strategic Approaches Offensive - Continued Expansion Table of Contents Offensive 