The archive

Customer experience operations: articles & guides

Field notes on customer-experience operations. Written for the people who run onboarding, billing, and support, not just measure them.

Strategy

Churn vs Attrition: Difference, Formulas, Benchmarks

Churn and attrition describe the same loss, but teams measure them differently. Here is the practical difference, the formulas for each, how gross and net churn diverge, and the 2026 benchmarks worth comparing yourself against.

Billing

Chargeback vs Refund vs Dispute: Difference, Fees, Process

A refund is money you send back voluntarily. A chargeback is money the issuing bank pulls back after the cardholder disputes the charge. Here is the process, the real 2026 fees, the ratio thresholds that get merchants fined, and when to fight instead of settle.

Contracts

Service Level Agreement vs Contract: SLA, MSA, and SOW

A service level agreement is usually a schedule inside a contract, not a separate contract. Here is how the SLA, the MSA, the SOW and a plain service agreement divide the work, and what makes service levels actually enforceable.