BizSugar.com › Customer Service › Earn Them Back

If you find that you have lost a significant number of customers unexpectedly (often something you notice year-over-year if it’s happened to you), it may be worth doing some research so you can understand what caused the change. If the group of lost customers is large enough and significant enough, there may be important lessons you should learn from former customers. Did they leave because your products or services fell short or because they experienced poor customer service? Did a competitor offer a better product at a lower price? Or, perhaps, did they stop buying because their kids moved out, they swapped their house for a condo, or went through some other lifestyle change? Getting answers to these directly from lost customers can go a long way to either winning them back, or to slowing the losses. But gaining lost customer data may require a specialized research approach.