Most companies don't discover customer churn until it's already too late. By the time a customer cancels, they've often spent weeks or months signaling frustration through questions, complaints, and unresolved issues.

In this episode, Brooke Sellas explores the "R" in the CARE Framework: Retention and shares the story of BCU, where an unanswered complaint over a holiday weekend revealed how quickly trust can erode when customers feel ignored.

The lesson goes far beyond customer service.

Customer complaints are often early warning signals of churn. When organizations learn how to identify and act on those signals, social media becomes more than a support channel. It becomes a retention engine that protects revenue, strengthens loyalty, and preserves customer lifetime value.

The companies that retain more customers aren't waiting for churn reports. They're identifying risk before customers leave.

• Why complaints are often early warning signs of churn
• The BCU story and the hidden cost of silence
• What retention tagging is and why it matters
• How social media helps identify customer risk earlier
• Why retention is a revenue conversation
• How social care protects customer lifetime value

Get the CARE Blueprint:

Want to learn how to identify retention risks, uncover customer insights, and connect social care to business outcomes?

Check out the CARE Blueprint Course:

https://courses.bsquared.media/courses/CARE

Use code SMCX for 50% off at checkout.

Connect with Brooke

Website: https://bsquared.media

LinkedIn: https://www.linkedin.com/in/brookebsellas

Instagram: https://www.instagram.com/brookesellas