Viva’s Blog: Do your customers like you?

Don’t know?

You need to. If you want to keep your customers, that is. And given that obtaining new customers can cost five times more than satisfying and retaining current customers, it’s pretty important.

According to a study by the American Society for Quality, 68% of customers leave due to indifference on the part of a service provider. Think customers walk because they had a dreadful experience? Four times as many split “due to indifference.”

Do you think your customers think you are indifferent? How do you know? What exactly does indifference mean, anyway?

You need to know.

Today, there are many ways to touch base with your customers. Using technology, consumer research is both faster and cheaper than ever before. Companies often use objective third parties to conduct the research since they listen without filters or preconceived notions.

It’s time to find out before you lose another customer. Don’t end 2011 wondering “why’d they leave?”

Why Companies Lose Customers

Source: American Society for Quality