University of Houston expert on feeling the churn of customers and what to learn from it

Houston voices

Customer churn is inevitable, but it's what you do with the opportunity that matters. Miguel Tovar/University of Houston

Think of customer churn as a robust balloon, ready to touch the sky as soon as you let go. Every day you hold on to that balloon, air molecules will diffuse through the knot. Your balloon will become flabby. This exodus of air is known in business as a churn. Customer churn is the amount of customers that your company loses during a specific time frame. Canceled subscribers, dissatisfied clientele, or customers that just found a better alternative. Keeping track of churn is a vital part of your company's continued growth. Doing so will give you the brutal truth regarding customer retention.

It's difficult to measure the success of your startup without keeping track and analyzing your shortcomings as well. Sure, you want 100 percent customer retention. But even a company that has figured out how to stop the aging process will not have such an unrealistic rate. Losing customers is part of the game. However, you don't have to let it kill your company. You can learn from it.

Measuring customer churn rate

You can measure your churn rate by subtracting lost patronage from the number of customers you had to start a period. So, if you started off the month or quarter with 1,000 customers, and end up with 500 at the end of that period, your churn rate is 50 percent. You lost 50 percent of your customers. Ouch. Unless your company decides to go into selling raincoats in the Sahara, it is doubtful your churn rate will be that high. But you understand how it's calculated now.

So, why is customer churn so important? Well, for starters, the cost of acquiring new customers is 25 times higher than the cost of retaining the ones you already have. Further, research has determined that a mere five percent rise in retention rates can boost profits upwards of 25 percent.

Curb your churn

There are a few ways to curb customer churn.

One way is to concentrate on your most loyal customers. One of the biggest gripes against Comcast is that they offer so many special rates to new customers, and almost nothing for their long-time customers. The same was said about Uber until they recently launched Uber Gold. How many "special deals for first time customers" do you see with phone service companies? Tons. It would be more advantageous to focus your resources on your loyal customers. Give them another reason to stay. After all, as we just covered, it's cheaper for your company to retain them than to get new customers.

Another way to reduce churn rates is to track and analyze it every fiscal quarter. This analysis can help you understand why exactly customers are leaving. You can even detect patterns to show at what point in their patronage they are leaving. All this data can be used to make better decisions about improving your company's services or products.

Listen to fleeing customers

Speaking of making better decisions for your company, the best way to do that is to talk to the customer. When you were in high school, you probably had "intel" on your crushes to see if they liked you back. You probably spent months agonizing over what they meant by this text or that comment. In retrospect, you probably now know it would have been so much easier to just ask. Letting the customer be your compass will steer your company in the right direction. Lapsed customers will almost always be honest with you. What have they got to lose? They will tell you straight up what they didn't like and why they didn't like it. With a large enough sample size, you'll soon have a good idea about what you could be doing better to keep your current customers from fleeing your company like it's Blockbuster. No offense to Blockbuster.

In summary, keeping the customers you have is just as important as winning over new ones. It's harder to put air into an already knotted balloon than it is to just keep the air it already has inside. If you focus on keeping your customers, much like that air-filled balloon, sky's the limit.

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This article originally appeared on the University of Houston's The Big Idea.

Rene Cantu is the writer and editor at UH Division of Research.

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Future-focused Houston nonprofit names new leader

taking the helm

A nonprofit organization dedicated to leading Houston into the future has named its next leader.

The Center for Houston’s Future named David Gow as president and CEO, succeeding Brett Perlman, who was announced in April to be remaining at the Center with a focus on the Center’s hydrogen initiative. Gow is the founder and chairman of Gow Media, InnovationMap's parent company. His role is effective September 3.

“I am excited to step into this opportunity with the Center and work with the team, the board and many other stakeholders to help shape Houston’s future,” Gow says in a news release. “The Center presents an exciting opportunity to cast a vision for our region and identify initiatives that will make an impact.”

Gow — whose career includes a portfolio of online media properties and ESPN Radio — is a board member of Goose Capital and chair of MSAI, an entity he formed through a SPAC acquisition. Before he founded Gow Media, he served as CFO and CEO of an online watch retailer, Ashford.com. Prior to Ashford, Gow was director of corporate strategy at Compaq Computers and a consultant at McKinsey & Co. He received his master’s in public policy from Harvard and his bachelor's in economics from Williams College.

“David’s portfolio of experiences and skills, record of innovation and success, and deep commitment to the Houston community make him the perfect fit to lead the Center as we chart and execute on our next set of initiatives focused on ensuring a bright future for all residents in the Houston region,” adds Center for Houston’s Future Board Chair Cindy Yeilding.

In his new role, Gow will lead the Center’s next effort, Vision 2050, which plans to identify the city's key issues, gaps, and opportunities.

“Today’s announcement also reflects the success of the Center’s clean hydrogen program,” Yeilding continues. “On behalf of the Center’s board, I’d also like to recognize Brett for launching and building such a successful and important effort as well as his overall leadership and record of achievement at the Center these past seven years.”

Growing Houston energy startup scales local office presence

settling in

On the heels of landing more than $240 million in venture capital, Houston-based geothermal power provider Fervo Energy has more than quadrupled the size of its headquarters.

Fervo previously occupied 5,158 square feet at 114 Main St. in downtown Houston. The company recently left the Main Street space and leased 23,782 square feet at downtown Houston’s 910 Louisiana office tower. Houston-based commercial real estate company Hines owns and manages the 50-story former One Shell Plaza.

“We believe Houston is the center of the energy transition, and downtown Houston has long been its center of activity,” Tim Latimer, co-founder and CEO of Fervo Energy, says in a news release. “The availability of dining options, parks, and biking infrastructure continue to be great assets and a huge draw for our team. For these reasons and more, the only place for Fervo’s headquarters is downtown Houston.”

In February 2024, Fervo announced it had raised $244 million in an investment round led by Oklahoma City, Oklahoma-based hydrocarbon exploration company Devon Energy. Fervo has collected $431 million in funding since its founding in 2017.

Energy companies like Fervo occupy about 43 percent of office space in downtown Houston, according to a new report from the Downtown Houston+ organization. Nineteen new tenants set up shop last year in downtown Houston, with 10 of them operating in the energy sector.

Other energy companies that recently leased office space in downtown Houston include:

AES Clean Energy
Axip Energy Services
EnLink Midstream
MRC Global
Repsol Renewables
Stonepeak

Chevron to relocate HQ, executives to Houston

big move

The Energy Capital of the World is adding another jewel to its corporate crown.

With the impending move of Chevron’s headquarters from Northern California to Houston, the Houston area will be home to 24 Fortune 500 companies. Chevron ranks 15th on this year’s Fortune 500.

Oil and gas giant Chevron, currently based in San Ramon, California, will join three Fortune 500 competitors that already maintain headquarters in the Houston area:

Spring-based ExxonMobil, No. 7 on the Fortune 500
Houston-based Phillips 66, No. 26 on the Fortune 500
Houston-based ConocoPhillips, No. 68 on the Fortune 500

Chevron, which posted revenue of $200.9 billion in 2023, employs about 7,000 people in the Houston area and about 2,000 people in San Ramon. The company says its chairman and CEO, Mike Wirth, and vice chairman, Mark Nelson, will move to Houston before the end of 2024.

In an interview with The Wall Street Journal, Wirth acknowledged Chevron’s differences of opinion with California policymakers regarding energy matters.

“We believe California has a number of policies that raise costs, that hurt consumers, that discourage investment and ultimately we think that’s not good for the economy in California and for consumers,” Wirth said.

Chevron expects all of its corporate functions to shift to Houston over the next five years. Jobs that support the company’s California operations will remain in San Ramon, where Chevron employs about 2,000 people. Some Chevron employees in San Ramon will relocate to Houston.

The company’s move to Houston hardly comes as a surprise. Speculation about a relocation to Houston intensified after Chevron sold its 98-acre San Ramon headquarters in 2022 and moved corporate employees to leased office space. Over the past several years, Chevron has shifted various corporate functions to Houston.

“This is just the final step that many industry observers were waiting to happen,” Ken Medlock, senior director of the Baker Institute’s Center for Energy Studies at Rice University, says in a news release.

“To start, Houston provides a world-class location for internationally focused energy companies, which is why there is such a massive international presence here,” Medlock adds. “Texas is also the nation’s largest energy producer across multiple energy sources and is poised to lead in emerging opportunities such as hydrogen and carbon capture, so Houston is a great place for domestically focused activities as well.”

The announcement of Chevron’s exit from California comes just a year after ExxonMobil finalized its relocation from Irving to Spring.

“Chevron’s decision to relocate its headquarters underscores the compelling advantages that position Houston as the prime destination for leading energy companies today and for the future,” Steve Kean, president and CEO of the Greater Houston Partnership, says in a post on the organization’s website.

“With deep roots in our region,” he adds, “Chevron is [a] key player in establishing Houston as a global energy leader. This move will further enhance those efforts.”