This Week: Churn and the Future of Loyalty with Jay Cary and Dave Whetstone

The Week with Roger · Apr 13, 2026 · 16m

Analysts Brett Clark and Roger Entner are joined by TLC Worldwide CEO Jay Cary and Connex Studio CEO Dave Whetstone to discuss current customer retention challenges and the strategic solutions companies can implement to solve them.

00:00 Episode intro

00:26 Why is churn still rising?

02:47 Loyalty plans remain focused on acquisitions

04:36 How to improve loyalty plans

07:00 T-Mobile's positive interaction goal

07:51 Customer appreciation is underrated

08:35 The business case for loyalty plans

11:03 Visible and the MVNO landscape

14:04 Marketing strategy suggestions

15:38 Episode wrap-up

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