The Trust Thermocline Explains How Companies “Suddenly” Lose Customers And Employees
<p>I came across this tweet this morning and it perfectly explains a phenomenon that all customers and employees intuitively understand.</p>
<p><iframe frameborder="0" height="369" scrolling="no" src="https://cdn.embedly.com/widgets/media.html?type=text%2Fhtml&key=a19fcc184b9711e1b4764040d3dc5c07&schema=twitter&url=https%3A//twitter.com/garius/status/1588115310124539904&image=https%3A//i.embed.ly/1/image%3Furl%3Dhttps%253A%252F%252Fabs.twimg.com%252Ferrors%252Flogo46x38.png%26key%3Da19fcc184b9711e1b4764040d3dc5c07" title="John Bull on Twitter: "One of the things I occasionally get paid to do by companies/execs is to tell them why everything seemed to SUDDENLY go wrong, and subs/readers dropped like a stone.So, with everything going on at Twitter rn, time for a thread about the Trust Thermocline /1 / Twitter"" width="680"></iframe></p>
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<p>“So: what’s a thermocline? Well large bodies of water are made of layers of differing temperatures. Like a layer cake. The top bit is where all the the waves happen and has a gradually decreasing temperature. Then SUDDENLY there’s a point where it gets super-cold.”</p>
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<h2>The Trust Thermocline in Products and Services</h2>
<p><a href="https://twitter.com/garius" rel="noopener ugc nofollow" target="_blank">John Bull</a>’s explanation is straightforward: if you gradually provide less quality for more money, you are gradually eroding your customers’ trust in you as a provider. At some point your customers will lose faith and bail, and it won’t be because of one specific change. It will be due to a breach of faith so bad that leaving or switching to a new provider will be worth the cost.</p>
<p>He explains that this breach is never sudden and silent. Customers complain — everyone on Medium is familiar with this, every time there’s a change in algorithm or interface a multitude of articles come out declaring the end of Medium — but their grumblings are largely ignored by the provider because the customers are still putting money down.</p>
<p><a href="https://therightstuff.medium.com/the-trust-thermocline-explains-how-companies-suddenly-lose-customers-and-employees-2657c9535e6a"><strong>Learn More</strong></a></p>