Where Did My Customer Go?
By Joe Ferry on Feb 5, 2009 in Editorial Services, Featured, Marketing Communications | comments(0)
Did you ever wonder what happens when a customer stops buying from you? One day you have a great relationship, everything is progressing nicely and you’re looking forward to a long-term relationship. And then for reasons you don’t quite understand, your customer goes away. Unless you take the initiative to find out, you may never know why that customer left.
Now, the folks at RainToday.com have come up with some answers, any or all of which may apply to your business. In a new report “How Clients Buy,” the most commonly experienced problems clients have with their service providers is that the vendor:
- Did not listen to them – 38%.
- Did not understand their needs – 30%.
- Did not respond to requests and correspondence in a timely manner – 30%.
Doesn’t sound like a major challenge to keep your customers. Just spend a little more time listening and understanding how you can solve your clients’ problems. Take a few extra minutes to respond personally to an email or phone call from a customer.
Those little things can go a long way in keeping your customers from leaving. In fact, the survey indicates that 96% of them will be “much more likely” or “somewhat more likely” to consider continuing to work with you. And we all know its much easier to get more profit from an existing customer than it is to cultivate a new one.
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