The most effective and vocal change agents have exited. President Clinton, for example, sent his daughter to private schools, while vigorously opposing attempts to introduce vouchers for the poor, which would have provided them the means to exit. Here is what happens. When your customers leave, you may not understand what is happening. If you don't have a database, you may not even aware that they have left.
Sales are steady and good.
That's all that matters. With this knowledge, you might be able to improve your situation. If you could find out why so many customers are choosing exit, you might come up with ways to increase your retention rate. If, at the same time, you keep your acquisition rate steady, your sales might go from 100,000 to 120,000 to 140,000, giving you more profit and more market share. Here is where Hirschman's theory comes to our aid.