Do You Know Why Your Customers Leave? -The Small Business Playbook

Posted by GaryShouldis under Customer Service
From http://www.thesmallbusinessplaybook.com 3842 days ago
Made Hot by: PMVirtual on October 17, 2013 8:49 pm

There are thousands of books and hundreds of services available when it comes to understanding the mind of your customer and the reasons that they left you.

But in the end, do you really know why they left?

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Comments

Written by tiroberts
3841 days ago

It's important to have a good insights on how your customers behave. Thanks for sharing your perspective on this topic with us.

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Written by GaryShouldis
3841 days ago

Communicating and keeping your pulse on your customer base is really important. With the explosion of online reviews, customer service should be seen more as a marketing activity than an operational expense.

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Written by AngelBiz
3841 days ago

Gary - Excellent topic and discussion. I think there are two primary reasons why customers leave. 1) They get bored with the same old, same old and want to try something new. Many times you can get back these customers by changing things a bit - new products, promotion, etc. 2) They got pissed off with the way they were treated. Think poor customer service. This is when they will leave for good and will not come back. This is why having an excellent customer service is so important.

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Written by GaryShouldis
3841 days ago

Thanks Harry. Yes, I agree with you. I think it's easier to deal with when you've clearly PO'd a customer, it's black and white and you can work on fixing it. I think it's harder when they leave because of boredom/apathy as those problems grew over time and don't allow (usually) with a quick fix. Cheers.

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Written by GaryShouldis
3841 days ago

Hey Martin, yes, I have read it. It was pretty good. If you read Influence: The Psychology of Persuasion by Robert Cialdini and How to Win Friends and Influence People by Dale Carnegie, you'll see they were the source for much of the content and are both great books.

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