Tom DeReggi wrote:
Not an accurate list, it leaves off a big category.
- Customer doesn't know who or what they are using, nor why. Therefore
makes uninformed decisions.
So lack of communication with client base I believe is one of the
biggest reasons for custoemr churn. For example, customer's staff
change, will result in a new decission maker not being aware of
history. I believe our best most trouble free customers (that fall off
the radar) are the most likely to leave. Because we forget to remind
them we are there and why they chose us.
* 68% perceived indifference by a representative of your firm
I just don't believe that. Are most businesses that stupid to allow
That may be what Peter is trying to get us to think about and/or address.
It takes only one bad customer experience which can easily be provided
by one employee who either:
1. Lacks customer skills, or
2. Who is having a bad day, or
3. Who has just been shit upon by his or her manager
to "sour" a customer on a whole company.
that to happen?
Tom DeReggi
RapidDSL & Wireless, Inc
IntAirNet- Fixed Wireless Broadband
----- Original Message ----- From: "Peter R." <[EMAIL PROTECTED]>
To: "WISPA General List" <[email protected]>
Sent: Friday, March 30, 2007 10:40 AM
Subject: [WISPA] Why Customers leave
Why do customers leave?
* 1% die
* 3% move
* 5% develop other relationships
* 9% competitive reasons
* 14% product dissatisfaction
* 68% perceived indifference by a representative of your firm
Source: U.S. News and World Report
What to do about it?
http://www.rad-info.net/whyleave.htm
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