Poor customer service creates a leak in your organization, causing potentially loyal customers to slip away. In other words, poor service will cost your organization money. Lots of money.
You incur this cost in two ways . . .
So where is all the lost money going? (more…)
Many organizations think that the only way to grow their business is to find new customers. But often, the best source for growth is sitting right in front of you – existing customers. (more…)
Businesses spend a lot of time and money figuring out how to attract new customers to their product or service. But less thought is given to customers who stop buying and simply leave.
Customers leave for various reasons. And it’s not always easy to pick out the exact reason why they leave. When you ask, they may give a variety of excuses but those may not be the real reasons.
Statistics, depicted in Figure 1 and Figure 2, tell us the major reasons why customers leave. (more…)