The marketing term churn refers to the rate at which customers abandon a product or service. Netflix has a very good churn rate of around 4 percent annually—that is, the company loses about 4 in every 100 subscribers each year. How important are the company’s hourly workers, such as the employees at its warehouses, in maintaining a good churn rate? What sort of things might salaried employees, such as a Senior Software Engineer, do to contribute to a good churn rate?