Most marketing and sales activities focus on getting new customers and yet we know that it costs between seven and twenty times more to sell to a new customer than it does to sell to an existing customer. Meanwhile, we still focus too much of our effort on getting work in when we forget about the customers that quite simply leave us. Rob Craven reports.
Many businesses spend their time trying to fill a bucket which, in effect, has huge great holes in it. What would be the impact if we could stop or at least slow down the rate at which customers leave us?
Why customers quit – Why we can't keep them
We know why most customers quit. 3% move away, geographically; 5% develop relationships with other suppliers; 9% leave for competitive reasons; and only 14% are dissatisfied with the product or service. So why do most leave us?
A staggering 69% (yes, 69%!) quit because of an attitude of indifference towards the customer!
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