Are Your Customers “Leaf”-ing?

Fall leaves are a lot like customers. They typically don’t depart simply due to the lure of a competitor like gravity invites a leaf to the ground. They are pushed out by the negative force of poor or indifferent service.

All my life I thought that Fall leaves departed the tree because they got too old to hang onto the branch and gravity bested their grasp. It does not work that way. Peter Raven, president of the Missouri Botanical Garden and a renowned botanist, reports that trees literally...