December 5, 2025
When the Music Stops: The $596 Billion Cost of Customer Experience Failure
Why VCs and CFOs Should Care About Churn More Than CAC In 2008, Canadian musician Dave Carroll watched United Airlines baggage handlers throw guitar cases onto the tarmac at Chicago O’Hare. By the time he landed in Omaha, his $3,500 Taylor guitar was destroyed. What happened next would cost the airline far more than a […]
