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&amp;key=a19fcc184b9711e1b4764040d3dc5c07&amp;schema=twitter&amp;url=https%3A//twitter.com/garius/status/1588115310124539904&amp;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: &quot;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&quot;" width="680"></iframe></p> <blockquote> <p>&ldquo;So: what&rsquo;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&rsquo;s a point where it gets super-cold.&rdquo;</p> </blockquote> <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>&rsquo;s explanation is straightforward: if you gradually provide less quality for more money, you are gradually eroding your customers&rsquo; trust in you as a provider. At some point your customers will lose faith and bail, and it won&rsquo;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 &mdash; everyone on Medium is familiar with this, every time there&rsquo;s a change in algorithm or interface a multitude of articles come out declaring the end of Medium &mdash; 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>