Do you know when a customer is ready to leave?

Do you know when a customer is ready to leave?

It’s painful when a customer walks out the door. The good news is that you can create an early-detection system to alert you when a departure is impending. You need such a system because most customers are not going to tell you they aren’t happy—they will just...

Customers don’t always like surprise gifts

I received a surprise in the mail today – a women’s magazine I don’t subscribe to. But, according to the address label, I’m going to be getting the magazine for a full year. Three words come to mind: Gift. Horse. Mouth. Has this ever happened to you? I called the...

Bad service drives customers away from purchasing

Here are is a very interesting point about the power of negative customer service (from a study of companies based in Australia, New Zealand, and India). “… in most cases the individual will turn to a competitor for the business, in over 30% of instances...

The cost of customer churn

This past weekend I was reading my favorite customer strategy magazine, 1 to 1 Magazine (published by the Peppers and Rogers Group) and I came across this startling fact: “In mature telecom markets, on average, it takes three years to pay back the cost of...

“Make it easy” mantra

For those of you who regularly read my blog you are noticing I keep emphasizing the point that you need to make it easy for customers to do business with you. I’m going to make this point again because it can be such a powerful element in creating loyalty. Here is...