Do you discuss within your company what causes customers to leave? Further, do you talk about what you can do to prevent this from happening? An email recently came across my computer screen which caught my eye. The subject of this email was, “Why Your Customers Stay or Stray.” Since this is an issue which we face on a daily basis, I thought it was worth a further look.
The paper, published by Tampa, Fla.-based AchieveGlobal, referenced a worldwide consumer survey they conducted, as well as interviews with customer-contact employees from a number of consumer-oriented companies. While the information is not entirely earth shattering, it reinforces statistics that I’ve heard and read about in the past. Acknowledging the study’s importance, I circulated it to everyone in our company.